M3 · 2 days ago
CUSTOMER SUCCESS MANAGER
Lawrenceville, GA
Contract
Hybrid
Mid Level
3+ years expM3 is a company focused on delivering value through its products and services, and they are seeking a Customer Success Manager to build strong relationships with customers. The CSM will guide customers through onboarding, adoption, and growth while driving engagement, satisfaction, and retention.
HospitalityInformation TechnologySoftware
Responsibilities
Manage a defined portfolio of customers, serving as their primary point of contact and advocate
Build trusted relationships with key customer stakeholders and internal teams to align goals and expectations
Conduct regular business reviews to evaluate progress, identify risks, and uncover growth opportunities
Maintain & follow a customer roadmap that aligns M3’s capabilities with customer business objectives
Drive adoption of M3 products by ensuring customers are fully trained and realize measurable value
Identify and execute initiatives that strengthen customer retention and satisfaction
Proactively identify at-risk customers and implement mitigation strategies in collaboration with cross-functional teams
Understand and work towards fulfilling team KPI’s and metrics
Work with CS Team to develop initiatives that deliver value to our customers
Collaborate with internal teams to optimize the customer journey and address process gaps
Gather and communicate customer feedback to Product Owners and other departments to influence roadmap priorities according to CS Team processes
Document customer health, success metrics, and touchpoints within Client Success
Ensure all customer interactions, escalations, and deliverables are tracked accurately and resolved in a timely manner
Participate in internal meetings to share customer insights, advocate for improvements, and drive alignment
Represent M3 professionally during client visits, conferences, and strategic discussions
Liaison with other departments to coordinate customer success throughout customer lifecycle
Qualification
Required
Problem solving ability
Meeting service level agreements
Cross Functional Team Engagement
Expertise in Team Collaboration
Strong interpersonal skills with a customer-first mindset
Capable of handling escalation processes
Has previous experience in customer relationship management
Capable of achieving results which depend on internal collaboration
Manage contract lifecycle and renewal processes, including drafting, reviewing, tracking expiration dates, and ensuring timely, accurate execution of all agreements
College degree
Contract Management
Hospitality industry
3-5 years of overall management experience
Strong interpersonal skills and the ability to lead and inspire others to drive growth
Ability to create strategies, implement them, track performance, and achieve set objectives
Must have keen problem-solving and process development and improvement skills
Task planning skills
Must be able to actively participate in meetings at all levels within the organization
Demonstrated ability to coordinate cross-functional work teams toward task completion
Advanced written and verbal communication skills are a must
General PC knowledge including Microsoft Office expert level knowledge of Excel, Word, and a working knowledge of PowerPoint
Ability to sit and/or stand for extended periods
Ability to perform work on a computer for extended periods
Ability to work in the office regularly, or pivot to working at home should emergency situations arise
Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality
Ability to lift and move light to moderate items occasionally without reasonable accommodation
Preferred
Hospitality experience preferred
1-2 years of experience in Customer Success preferred
Experience in SaaS or hospitality technology preferred
Solid understanding of project management principles preferred
Company
M3
M3 is engaged in the software development business for the hospitality industry and the software provides accounting and payroll solutions.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-08-15Private Equity
2024-08-15Acquired
Leadership Team
Allen Read
Chief Executive Officer
Parag Doshi
Chief Technology Officer
Recent News
2026-01-05
2025-07-15
Company data provided by crunchbase