Customer Success Manager

Visual Matrix is building the hospitality technology platform of choice. We help hotels maximize revenue, improve operations, and deliver exceptional guest experiences through innovative hospitality technology.
Our culture is customer-centric, collaborative, entrepreneurial, and built on a builder mindset. We move quickly, solve problems together, and empower our people to make an impact.

Visual Matrix is looking for a Customer Success Manager to own the long-term success of an assigned portfolio of high-value customers. You will drive product adoption, retention, renewals, and expansion opportunities while serving as a trusted advisor to your customers. You'll proactively manage customer health, partner cross-functionally with Sales, Product, Engineering, Support, and Implementation, and help customers realize measurable business value from the Visual Matrix platform.

• Manage a portfolio of high-value and high-potential customer accounts.
• Own renewals and develop proactive renewal strategies.
• Identify and drive expansion opportunities across your assigned accounts.
• Conduct regular business reviews and success planning sessions.
• Monitor customer health and proactively mitigate churn risk.
• Partner with Product, Support, Sales, and Implementation to deliver an exceptional customer experience.
• Maintain accurate customer data and account plans using CRM and customer success tools.
• Use AI and analytics to identify trends, prioritize work, and improve customer outcomes.

• 3+ years of Customer Success, Account Management, or related B2B SaaS customer-facing experience.
• Experience managing renewals and executive customer relationships.
• Strong communication, presentation, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Hospitality technology, PMS, or hotel software experience is a plus.
• Comfortable using AI to improve productivity and decision making.
• Thrive in fast-paced, entrepreneurial environments.

Base Salary Range: $70,000- $100,000, part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Remote, United States.