Customer Success Director
1. About the Company
Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.
Duetto is building the future of hotel revenue strategy. We’re not just another SaaS company — we’re redefining what’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.
2. Role Summary / Purpose
The Customer Success Directoris responsible for spearheading the end-to-end post-sales customer lifecycle, designing adoption frameworks, and establishing long-term retention standards for a high-impact portfolio of accounts. This role exists to serve as a strategic lead, anticipating client revenue and profit strategies and architecting solutions to ensure clients realize maximum value and ROI from the Duetto platform through expert-level consultation and proactive account management.
3. Key Responsibilities
- Develop account-level conversion plans for all top-tier customers, identifying opportunities for full-portfolio expansion, with the goals of increasing conversion rates, driving incremental revenue and exceeding retention rates.
- Drive the end-to-end post-sales customer lifecycle for an assigned portfolio, standardizing accountability frameworks for onboarding, adoption, and long-term retention.
- Lead client revenue strategies as a principal consultant, leveraging deep hospitality expertise to align Duetto’s capabilities with complex business needs.
- Determine resolutions for complex business and product challenges independently, serving as the primary lead point of contact for strategic client issues.
- Orchestrate strategic business reviews (QBRs) and design advanced product training frameworks to drive measurable ROI for clients.
- Evaluate customer usage data and market performance metrics to anticipate churn risks and orchestrate growth opportunities within the portfolio.
- Establish product adoption standards by providing tailored, expert-level recommendations that address specific regional or segment market dynamics.
- Spearhead collaboration with cross-functional teams, including Product and Support, to evaluate customer requirements and drive the product roadmap.
- Design remote and onsite meeting strategies as the "voice of the customer," standardizing alignment between client expectations and company strategic goals.
- Architect mentorship programs for junior Customer Success Managers, establishing best practices, revenue management and profitability principles, and effective account management workflows.
- Perform other related duties as needed to support team and company priorities.
4. Qualifications
Required:
- 8+ years of minimum domain experience in a Customer Success/Consultative SaaS role with accountability for product adoption, revenue expansion and retention.
- Strong proficiency in hotel technology and relevant KPIs.
- Strong proficiency skills with demonstrated ability to interpret data and solve problems.
- Strong proficiency CRM tools (Salesforce) and project management software (JIRA, Trello).
Preferred:
- Specialized skills, knowledge, or experience within the Hospitality technology industry.
- Strong proficiency in Revenue Management Systems and Customer Relationship Management Tools.
- Knowledge of region/segment hospitality market dynamics and distribution landscape.
- Deep understanding of USALI, hotel ownership models, and enterprise reporting structures.
- Experience managing multi-property or global accounts.
- Strong executive communication and strategic advisory skills.