Customer Success Manager

About the position

Avero is looking for a proactive Customer Success Manager with proven experience in an evolving hospitality SaaS industry company. We are looking for a results-driven candidate to engage, retain and enable Avero’s customers to achieve their desired outcomes. Reporting to the Global Account Manager, this role will provide an unsurpassed level of service to our customers and assist in creating the Customer Success function at Avero. You will be the key contact to a portfolio of customers within your territory, assisting with onboarding and through their time using the Avero platform. Additionally, you will identify opportunities for the sales team to up-sell new products to your customers. This role is a heavily relationship-focused position. We are looking for a people person, who has high energy, is passionate and committed to providing a great service. You may be required to work outside of normal operating hours on occasion due to the global nature of our business.

Responsibilities

• Manage a growing portfolio of customers in your territory.
• Assist in developing and evolving the Customer Success department.
• Help collect and analyze customer success metrics and data, including all-important NPS, customer testimonials, and references.
• Work with the Global Account Manager(s) and Account Manager(s) to engage with customers with relation to their Account Plan and Customer/Account Journey.
• Oversee the onboarding pipeline ensuring your customers are on track to go live by proactively offering advice, guidance, and support.
• Execute targeted customer engagements based on Customer/Account Journey stage and specific customer Account Plan.
• Serve as an Avero expert and ensure strong product adoption across all partners and relevant stakeholders at all levels.
• Build and manage successful relationships with key partners and generate cross-sell introductions for the sales team.
• Provide insights to partners to ensure that they get the most out of Avero, ensuring our partners are meeting their objectives with the aim of helping grow our customer base.
• Work collaboratively with the Product and Technology teams to troubleshoot customer issues and help influence our roadmap.

Requirements

• 2+ years of experience in customer facing roles, preferably in the hospitality SaaS company industry.
• Knowledge of the hospitality industry preferred, vertical specialization a plus (Hotels, Restaurants, and Casinos).
• The ability to build relationships at all organizational levels.
• Excellent listening and presentation skills with experience presenting to C-Level and technology leaders.
• Knowledge of the Avero platform, Salesforce/CRM and internal processes and the ability to work with internal partners to drive forward projects a plus.

Benefits

• Competitive compensation, coupled with an emphasis on work/life balance.
• Employer-sponsored benefits package including Health, Dental and Vision insurance.
• We are a remote employer!
• Health Savings Account with contributions from Avero quarterly!
• Medical and Dependent Care Flexible Spending Accounts.
• Company Paid Disability, Life Insurance and AD&D.
• Commuter Benefits (for those in NYC!).
• 401k and Company Match.
• Parental Leave.
• ClassPass Discounts.
• Equity in the company – all employees have a stake in our growth!