Technical Customer Success Manager

Your mission

As a Technical Customer Success Manager, you’ll support some of the world’s top hotel brands across the Americas. From onboarding to adoption, and every step in between, you’ll be their go-to partner; ensuring they get maximum value from our products and services. This role combines relationship management, strategic thinking, and technical expertise. You’ll collaborate closely with internal teams and become a trusted advisor for your customers.

You will

• Manage a portfolio of customer accounts across the Americas, building strong, long-term relationships

• Act as the primary point of contact for all customer communication—guiding them through onboarding, product adoption, and renewal

• Work closely with stakeholders to understand their challenges, business goals, and priorities

• Track customer KPIs (like platform usage and sentiment) to identify opportunities and address risks

• Lead business reviews, share insights, and consult on how to make the most of our platform

• Troubleshoot complex technical issues and coordinate with internal teams when needed

• Advocate for your customers by communicating feedback to Product, Development, and Support teams

• Host product training sessions and help customers stay informed about new features

• Promote satisfaction, engagement, and customer growth throughout the lifecycle

Tools and tech you will work with

• API integrations (JSON, SOAP)

• Cloud-based software

• SQL / database queries

• Microsoft Suite (Outlook, Teams, Excel, PowerPoint)

• Azure DevOps, ZenDesk, JIRA

• Middleware, CDP, CRM, and analytics tools

Your profile

• Experience in Customer Success or Technical Account/Support Management, ideally in SaaS or enterprise software

• Strong relationship-building skills, with the ability to engage stakeholders at all levels

• Technical background and confidence working with APIs, integrations, and cloud-based software

• A proactive approach—always looking ahead, anticipating challenges, and identifying improvements

• Excellent verbal and written communication skills in English

• Strong organizational skills and attention to detail

• Ability to analyze data and translate it into actionable insights

• Experience in the hospitality industry is a strong plus