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BnBerry · 1 month ago

Head of Customer Success and Implementation

United States

Full-time

Remote

Lead/Staff, Director/Executive

$100K/yr - $100K/yr

3+ years exp

Bnberry is a pioneering technology company in the hospitality industry, dedicated to bridging the gap between traditional hotels and short-term rental platforms through innovative solutions. The Head of Customer Success and Implementation will lead efforts to maximize client satisfaction and ensure seamless onboarding of partners, driving revenue and bookings while overseeing a team focused on client engagement and performance management.

E-CommerceInformation TechnologySaaSSoftware

Responsibilities

Lead and develop a combined team of Account Managers and Onboarding Specialists with a focus on driving revenue impact and faster client activation

Provide coaching, mentorship, structured feedback, and performance reviews

Manage capacity planning, account distribution, and resource prioritization across high-volume portfolios

Foster a culture of ownership, proactive communication, and revenue-driving execution

Own the full onboarding program with the explicit goal of fast, high-quality go-lives that accelerate revenue and bookings for both the company and hotel clients

Build and optimize onboarding playbooks, timelines, templates, and communication flows that shorten time-to-value

Work cross-functionally with Product, Engineering, and Operations to remove implementation barriers quickly

Ensure smooth handoff from Sales → Onboarding → Customer Success to protect revenue flow and client activation

Oversee client performance outcomes, ensuring hotels achieve measurable improvements in bookings, revenue, product adoption, and satisfaction

Build deep, strategic relationships with senior stakeholders across multi-property hotel groups

Identify at-risk accounts early and lead the team in executing corrective action plans that protect revenue

Use data-driven insights to improve performance, usage, and revenue impact across the portfolio

Own retention, renewal strategy, and multi-property contract expansions with a focus on increasing recurring revenue and maximizing lifetime value

Negotiate rates, extensions, and upsell/cross-sell opportunities tied to performance growth

Monitor account health to uncover revenue signals and expansion triggers

Forecast renewal and upsell revenue, providing accurate insights to the Board

Develop and execute customer engagement campaigns that drive higher adoption, increased bookings, and greater long-term stickiness

Oversee strategic, data-driven QBRs that highlight revenue impact, performance trends, and new growth opportunities

Build communication frameworks, newsletters, update cycles, and proactive outreach that keep clients informed and engaged

Design and refine scalable processes for onboarding and customer success that accelerate revenue realization

Develop dashboards, reporting, and KPIs that tie directly to revenue, bookings, onboarding speed, and customer growth

Collaborate with Sales, Support, Product, and Marketing to align customer goals with company revenue targets

Lead escalations and crisis management with a focus on stabilizing accounts and protecting revenue continuity

Qualification

Customer Success LeadershipAccount ManagementOnboarding ProcessesSaaS ExperienceHotel Tech ExperienceData AnalysisExecutive CommunicationOperational ExcellenceNegotiation SkillsTeam Management

Required

3-5+ years of experience in Customer Success, Account Management, or Implementation leadership

Experience managing large, fast-paced portfolios and leading sizeable account or onboarding teams

Background in SaaS, hotel tech, or hospitality platforms (strong plus)

Proven track record of driving revenue growth, renewals, upsells, and performance improvements

Strong negotiation and executive communication skills

Operationally minded with experience building scalable CS and onboarding processes

Analytical, with the ability to turn data into insights that drive revenue outcomes

Comfortable navigating multi-property hotel groups and complex client organizations

Benefits

Enjoy a competitive benefits package with generous vacation time and remote work flexibility.

We support your personal growth through various professional development programs.

Work in a dynamic, fast-paced global environment where your contributions significantly shape the organization's future.

Join a culture of support and innovation that values transparency, collaboration, and open communication, recognizing everyone's ideas and contributions.

Utilize advanced productivity tools and cutting-edge reporting systems, guided by automation experts to enhance performance and drive efficiency.