高级客户成功经理
Senior Customer Success Manager
关于我们介绍 欢迎来到 Reco,我们正在为酒店行业转型后台技术。想象一下：虽然酒店都是为了奢和便利，但它们的运营往往会陷入90年代。从电子邮件向供应商发送到用笔和纸进行库存。它是过时的，不高效的，昂贵的。这就是我们的进步！通过人工智能，我们帮助优化了像希尔顿，马里奥特，海雅特和 IHG 这样的顶级品牌的运营，以便他们能够专注于真正重要的东西。提供令人惊叹的客户体验，同时保持一切都像钟表一样运行的东西。为什么 Reeco 在 Reeco,我们生活在核心价值观 - 心脏：谦卑，卓越，野心，尊重，透明度和信任。我们相信通过把我们的心灵放在所有事情中，我们可以改变酒店行业。加入我们并帮助建立酒店技术的未来。关于客户成功的角色不仅仅是管理账户。它涉及建立可靠的合作伙伴关系，理解客户目标，推动采用，确保客户继续从里科平台实现可测量的价值。在里科，我们正在寻找一位高级客户成功经理来拥有这一旅程。你将负责管理战略企业客户组合，确保他们成功采用 Reeco,实现他们的商业成果，并继续与我们一起成长。你将担任客户的可信顾问，领导战略对话，推动保留，确定扩张机会，并确保每个客户关系都提供长期价值。这个角色是我们的客户关系中心，与销售，产品，客户体验，营销和支持密切合作，以提供卓越的客户体现，帮助塑造酒店技术未来。为什么这一职位不同？我们不仅要找一个简单地管理续订的人。我们正在寻找一个能够建立有意义的客户关系，了解业务挑战，并能将客户目标转化为可衡量的结果的人。你会成为客户所依赖的战略合作伙伴，平衡客户宣传与商业所有权，同时确保每个帐户都实现了强大的采用，保留和增长而不仅仅是成功的更新。你将负责：·拥有战略企业账户组合，负责保持，扩张和收入增长。· 开发和执行。
查看英文原文
Description
About Us
Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. Think of it like this: while hotels are all about luxury and convenience, their operations are often stuck in the ‘90s. From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive. That’s where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork.
Why Reeco
At Reeco, we live by our core values - Heart: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. Join us and help build the future of hospitality tech.
About the role
Customer success isn't simply about managing accounts. It's about building trusted partnerships, understanding customer goals, driving adoption, and ensuring customers continue to realize measurable value from the Reeco platform. At Reeco, we're looking for an Senior Customer Success Manager to own that journey.
You'll be responsible for managing a portfolio of strategic enterprise customers, ensuring they successfully adopt Reeco, achieve their business outcomes, and continue to grow with us. You'll serve as the customer's trusted advisor, leading strategic conversations, driving retention, identifying expansion opportunities, and ensuring every customer relationship delivers long-term value.
This role sits at the center of our customer relationships, partnering closely with Sales, Product, Customer Experience, Marketing, and Support to deliver an exceptional customer experience and help shape the future of hospitality technology.
Why this role is different
We're not looking for someone who simply manages renewals.
We're looking for someone who thrives on building meaningful customer relationships, understands business challenges, and can turn customer goals into measurable outcomes.
You'll become the strategic partner customers rely on, balancing customer advocacy with commercial ownership while ensuring every account achieves strong adoption, retention, and growth—not just a successful renewal.
You'll be responsible for:
- Owning a portfolio of strategic enterprise accounts with responsibility for retention, expansion, and revenue growth.
- Developing and executing account growth strategies that increase customer lifetime value and expand Reeco's footprint within enterprise customers.
- Building strong executive relationships with customer stakeholders to understand business priorities, uncover opportunities, and position Reeco as a long-term strategic partner.
- Driving renewals across your portfolio while proactively identifying risks, creating action plans, and protecting recurring revenue.
- Identifying and leading expansion opportunities across additional properties, users, products, and services.
- Partnering closely with Sales to develop account strategies, support commercial conversations, and drive upsell and cross-sell opportunities.
- Leading strategic customer conversations, including Executive Business Reviews (EBRs), that demonstrate business impact, ROI, and future growth opportunities.
- Using customer insights, usage data, and account health metrics to identify growth opportunities and increase product adoption.
- Collaborating with Product, Customer Experience, Marketing, and Sales to deliver customer outcomes and strengthen customer relationships.
- Advocating for customers while identifying opportunities to improve the customer journey, increase adoption, and drive long-term revenue growth.
- Contributing to Reeco's Net Revenue Retention (NRR) goals by maximizing account expansion and customer lifetime value.
How we work
- Customer outcomes over completed tasks.
- Strong relationships beat transactional interactions.
- Ownership means driving customer challenges to resolution.
- Clear communication creates customer confidence.
- We move quickly while staying focused on delivering value.
- Every customer interaction teaches us how to improve the next one.
Requirements
- 5+ years of experience in Enterprise Customer Success, Strategic Account Management, or Account Management within a B2B SaaS environment.
- Proven experience managing enterprise customers, driving renewals, and growing existing accounts.
- Strong relationship-building skills with experience engaging executive stakeholders.
- Excellent communication and presentation skills with the ability to lead strategic customer conversations.
- Strong commercial mindset with the ability to identify growth opportunities and drive customer value.
- Experience managing complex customer relationships with multiple stakeholders.
- Ability to use customer data, health metrics, and insights to drive adoption and retention.
- Experience using CRM and Customer Success platforms such as Salesforce, Gainsight, HubSpot, or similar.
- A customer-first mindset with a proactive approach to identifying risks and creating solutions.
- Ability to travel 20-25% within the US
Bonus if you've worked with
- Hospitality technology
- Hotel operations
- Procurement or supply chain platforms
- B2B SaaS products
- Enterprise customer growth and retention
- SaaS metrics including ARR, NRR, GRR, expansion ARR, customer health, and product adoption
- Strategic account planning and commercial negotiations
What great looks like after 90 days
- Independently manages a portfolio of enterprise customers and understands their goals, challenges, and success metrics
- Builds strong relationships with customer stakeholders and becomes a trusted advisor
- Maintains accurate visibility into account health, renewal timelines, and expansion opportunities
- Drives strong product adoption and customer engagement across assigned accounts
- Identifies customer risks early and creates proactive plans to improve outcomes
- Partners effectively across internal teams to deliver a seamless customer experience
- Identifies opportunities to improve customer success processes and create a more scalable approach as Reeco grows
Originally posted on Himalayas