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Duetto · 1 week ago

Customer Success Manager, North America

USA

Full-time

Hybrid

Mid Level

3+ years exp

Duetto Research is dedicated to ensuring customer success by providing revenue management solutions for the hospitality industry. The Customer Success Manager will be responsible for managing client relationships, driving product adoption, and ensuring measurable ROI for clients across North America.

Big DataBusiness IntelligenceCloud ComputingHospitalityPrice ComparisonSaaSTravel

Growth Opportunities

Responsibilities

Build and maintain strong relationships with hotel clients across North America

Act as the primary point of contact for assigned accounts, driving revenue expansion, renewals and minimizing churn

Ensure customers achieve measurable ROI through product adoption and optimization

Success metrics: Maintain 95%+ gross retention, achieve 110%+ net retention (NRR), and keep churn below 5%

Develop deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions

Analyze data and market trends, providing clients with recommendations that align with their revenue strategy

Advise on KPIs such as RevPAR, ADR, RGI, ARI, MPI, and support hotels in improving revenue performance

Manage all post-sales activities for assigned accounts, including onboarding, personalized training, and escalations

Conduct remote and onsite meetings to drive adoption and maximize client value

Resolve business issues related to system configuration, monitoring, and best practices

Partner with Sales and Marketing to support growth through account insights, training, and market expertise

Serve as the voice of the customer, sharing feedback with internal teams to improve product and service

Keep customer information up to date in Salesforce and run reporting/analytics in Tableau

Contribute to a positive, productive environment within the Customer Success team

Support knowledge sharing and collaboration across departments

Has deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions and additional products

Serves as the voice of the customer while conducting remote / onsite meetings

Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations)

Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs

Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products

Conducts analyzes to understand how our products can address issues

Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring)

Interact and provide support within assigned team and other departments

Creates a positive and productive environment within the department

Update CS related info and customer information in Salesforce

Run customer reports in Tableau

Perform other related duties as needed to support team and company priorities

Qualification

Hospitality Revenue ManagementCustomer Success ManagementDuetto SolutionsHotel KPIsCRM ToolsAnalytical SkillsCommunication SkillsRelationship Building