Customer Success Manager

Join TravelNet Solutions as a Customer Success ManagerAt TravelNet Solutions (TNS), we combine deep hospitality expertise with forward-thinking technology and a customer-obsessed mindset... to help property managers winTNS is proud to be named an Inc.****Fastest Growing Company in America.This role is perfect for someone who is:A self-starter with tremendous initiative and a strong work ethicAn excellent communicator and collaborator across functional teamsEager to make a high impact at a product-driven companyAdaptable, quick to embrace change, and a fast learnerSkilled in creative and critical thinkingDetail-oriented, even in a fast-paced environmentPassionate about technology and innovationAbout TravelNet SolutionsFor over 21 years, TravelNet Solutions has provided integrated software and marketing solutions for the hospitality industry, anchored by our flagship Track Property Management System and other products under the Track banner.Our single-vendor ecosystem equips growing vacation rental companies with all the enterprise-class tools they need to scale.With ongoing investments in platform development, 70+ integration partners, and a growing list of native features, Track empowers hospitality professionals to achieve digital transformation and operational excellence.Core ValuesServe Others: Nurturing growth to help others succeedGrit: Taking ownership and never giving up on what matters mostCreate the Future: Innovating to disrupt the status quoWhy Join Us?Be part of a fast-moving, dynamic team focused on growth and success.Work alongside a talented, collaborative, and supportive team.Work for a portfolio company offering a one-vendor solution for SaaS technology, marketing, and distribution.Help reshape the hospitality industry through technology and service innovation.Perks and Benefits:Full medical, dental, and vision coverageFlexible Paid Time OffUnlimited access to professional training and developmentHealth Savings Account with up to a $2,000 annual matchWellness program with up to a $900 incentiveFlexible work environmentFree life insurance and long-term disability coverageFlexible Spending AccountsRetirement plan with employer matchFree snacks and soda in the office$150 quarterly gift for personal useCompetitive wagesWork with an amazing teamSummary and ResponsibilitiesOur Customer Success Manager (CSM) is responsible for driving customer retention, satisfaction, and growth by building strong relationships and ensuring successful product adoption.This role requires a proactive approach to managing a portfolio of customers, addressing their needs, and collaborating across multiple teams to deliver optimal outcomes.Key ResponsibilitiesServe as the primary point of contact for customers, managing adoption, and overall success journey.Drive customer retention by understanding client goals and delivering solutions to meet their needs.Proactively monitor customer health and engage with customers to ensure continued success and satisfaction.Conduct regular check-ins, business reviews, and product feedback sessions with clients.Inform customers of new product features and best practices, helping them integrate updates into their operations for maximum efficiency.Ensure customers' platforms are up-to-date and optimally configured to meet their evolving needs.Collaborate with customers on continuous optimization efforts, identifying areas for improvement, and recommending configuration changes to enhance performance.Work with the Professional Services team to identify training opportunities and assist with configuration updates that align with customer goals.Collaborate with the Support team to resolve customer issues and ensure smooth ticket resolution.Work closely with Sales on expansion opportunities, cross-sell, and up-sell initiatives.Partner with Product and Engineering teams to deliver customer feedback, participate in discovery calls, and ensure product alignment with customer requirements.Assist customers with contract negotiations, renewals, and service optimization.Cross-Functional CollaborationSales: Align on growth strategies, contract negotiations, and product expansions.Support: Ensure customer issues are escalated and resolved promptly, particularly for Tier 3 support cases.Product/Engineering: Provide customer feedback, participate in discovery calls, and collaborate on product improvements.Professional Services: Partner to identify training needs, configuration updates, and continuous optimization opportunities for customers.Marketing: Share customer success stories and testimonials, contribute to case studies, and support customer advocacy programs.Minimum QualificationsPrevious Experience working in a SaaS organizationBackground with Account Management or Customer SuccessBachelor's degree and/or 3+ years of directly related experienceWorking knowledge of the vacation rental or short-term rental industriesDemonstrated ability to work with executive-level clientsExcellent communicator and empathetic listenerHighly organized and excellent at time management and prioritizationDemonstrated ability to overcome obstacles and achieve goalsCollaborative and respectful team playerPassionate about client service with a desire for continuous improvementProject management and Hospitality experience preferredDiversity and InclusionWe celebrate diversity of thought, culture, and background and are committed to creating an inclusive environment.All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, disability, or veteran status or any other protected status under applicable federal, state, or local law.We comply with all applicable laws governing nondiscrimination in every location where we operate and encourage individuals from all backgrounds to apply.CompensationThe typical starting salary range for this position is: $65,000 to $70,000.The actual salary offer will consider multiple factors, including skills, experience, education, and location.Please note that the salary reflects the base amount only and does not include total compensation, such as discretionary bonuses and benefits.#J-*****-Ljbffr