Lead and build a Customer Success organization focused on retention, GRR/NRR, renewals, expansion, and customer health. Recruit and coach CSMs, implement health scoring, playbooks, KPIs, and forecasting, partner with Sales/Product/Engineering/Support, and use AI and automation to scale processes and drive long-term customer value.

Own the long-term success of a portfolio of high-value hospitality SaaS customers by driving adoption, retention, renewals, and expansion. Monitor customer health, conduct business reviews and success planning, and mitigate churn. Partner cross-functionally with Sales, Product, Engineering, Support, and Implementation while using CRM, customer success tools, AI, and analytics to deliver measurable business value.

Hunt for and close new SMB hotel customers through full sales cycle ownership. Generate pipeline via outbound prospecting and convert inbound leads, exceed new ARR quota, run value-based discovery, manage pipeline and forecasts in Zoho CRM, use Gong and AI tools to improve performance, and collaborate with Marketing, Customer Success, and Implementation to deliver a seamless buying experience and identify long-term growth opportunities.