Customer Success Manager

Job DescriptionAbout RMS CloudAt RMS Cloud, our people create innovative solutions that empower the hospitality industry across the globe. As a rapidly growing SaaS company, we have developed a robust and fully integrated property management system with a comprehensive suite of native features, trusted by businesses in over 70 countries.Every team member at RMS Cloud plays a key role in shaping the future of our platform and our business. Together, we are driving innovation and making a real impact on the global hospitality landscape.Your Impact As a Customer Success Manager, youll be at the heart of our client relationships, ensuring customers are not only satisfied, but truly thriving on our RMS platform. Youll play a vital role in reducing churn, driving product adoption, and identifying opportunities for growth within key enterprise accounts. Your proactive mindset and relationship-first approach will help turn customers into long-term partners and advocates.What youll be doingBuilding strong relationships with key accounts, new customers, and at-risk clients to ensure long-term success and satisfactionMonitoring customer health and engagement to identify potential risks and implementing tailored retention strategiesSupporting customers post-onboarding to ensure adoption and value realization during the first 90 daysManaging change-of-ownership processes and coordinating relevant training and enablementCollaborating across Product, Sales, Marketing, and Support to champion the voice of the customer and drive improvementsPromoting new product features and educational content through webinars, engagement campaigns, and check-insReporting on key metrics such as churn, retention, and customer health trendsWhat youll bring Proven experience in a customer success or account management role, ideally in SaaS or hospitality techA customer-first mindset with excellent communication and relationship-building skillsStrong analytical skills with the ability to spot trends and turn insights into actionComfortable navigating CRM systems (HubSpot preferred) and customer feedback tools like NPS platformsExperience working cross-functionally with product, marketing, and support teamsA proactive and adaptable approach youre not afraid to own the outcome and thrive in a fast-moving environmentPassion for continuous learning and improvement, both for customers and yourselfWhy youll love working here!Career Progression Opportunities As we grow, you grow! Theres always room for advancement and new challenges to help you expand your career.Freedom to Create We want to hear your ideas! Youll have the freedom to innovate and make an impact with your work.Hybrid Work Enjoy the best of both worlds with the flexibility to work from home and connect with the team in the office when needed.Impactful Work in a Global Company Youll be part of a growing global team where your work directly contributes to the success of our business and makes a real difference in the hospitality industry.Inclusive & Collaborative Culture Were a friendly, dynamic team where everyones voice is heard, and working together drives our success.An Innovative & Empowering Environment Work in a space that encourages creativity, new ideas, and problem-solving to help you grow and thrive in your career.Application Close Date July 30th

Created: 2025-07-06