Senior Customer Success Manager

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 Senior Customer Success Manageris responsible for the ownership of the end-to-end post-sales customer lifecycle, including onboarding, adoption, and retention for a high-impact portfolio of accounts. This role exists to serve as a senior trusted advisor, influencing client revenue strategies and ensuring clients realize maximum value and ROI from the Duetto platform through expert-level consultation and proactive account management.

3. Key Responsibilities

• Own the end-to-end post-sales customer lifecycle for an assigned portfolio, maintaining accountability for onboarding, adoption, and long-term retention.
• Influence client revenue strategies as a senior consultant, leveraging deep hospitality expertise to align Duetto’s capabilities with complex business needs.
• Resolve complex business and product challenges independently, serving as the primary senior point of contact for strategic client issues.
• Coordinate and lead strategic business reviews (QBRs) and advanced product training sessions to drive measurable ROI for clients.
• Audit customer usage data and market performance metrics to proactively identify churn risks and uncover growth opportunities within the portfolio.
• Optimize product adoption by providing tailored, expert-level recommendations that address specific regional or segment market dynamics.
• Collaborate with cross-functional teams, including Product and Support, to advocate for customer requirements and influence the product roadmap.
• Facilitate remote and onsite meetings as the "voice of the customer," ensuring alignment between client expectations and company strategic goals.
• Mentor junior Customer Success Managers on best practices, revenue management principles, and effective account management workflows.
• Perform other related duties as needed to support team and company priorities.

4. Qualifications

Required:

• 4+ years of experience in Customer Success SaaS role.
• 3+ years of experience hospitality revenue management
• 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, specifically revenue management.
• Strong proficiency in Revenue Management Systems and Customer Relationship Management Tools.
• Knowledge of region/segment hospitality market dynamics and distribution landscape.