Customer success manager (hospitality)

Atica Global · Pune, India

Job Title: Customer Success Manager

About Atica

Atica is a leading, tech-first remote sales & revenue management company for Hotels and Hotel operators in the US, enabled by a unified tech-led solution. We are a startup, funded by the top investors in the country, like Titan Capital, DIBS. As innovators at the forefront of the industry, we strive to deliver the highest quality service to all our clients while setting new standards for efficiency and effectiveness. We aspire to build high-quality, innovative & robust software that makes an impact!

Find more about us!

Location: Yerwada, Pune

Full-Time Job: Work from office

Work Hours: 4 PM to 2 AM

Job Description

As a Customer Success Manager, you will be responsible for building and maintaining strong relationships with our hotel clients across the USA. Your role will focus on ensuring a seamless onboarding process, driving client satisfaction, and promoting upselling and retention to improve net recurring revenue. You will be the primary point of contact for our clients, addressing their needs, resolving issues, and fostering growth within your portfolio. The ideal candidate is customer-focused, proactive, and experienced in relationship management and problem-solving.

Key Responsibilities

Client Onboarding:

Coordinate the onboarding process for new clients, ensuring a smooth transition from business development to active account status.

Collaborate with internal teams to set up client accounts, configure services, and deliver onboarding materials.

Client Relationship Management

Serve as the main point of contact for assigned clients, building strong relationships to understand their needs and objectives.

Proactively communicate with clients to address inquiries, provide updates, and gather feedback.

Customer Satisfaction And NPS (Net Promoter Score)

Monitor client satisfaction and NPS, ensuring high levels of customer loyalty and retention.

Take full ownership of client issues and inquiries, resolving them promptly and effectively.

Retention And Expansion

Identify opportunities for upselling and cross-selling, driving revenue growth within existing client accounts.

Execute strategies to enhance client engagement and improve overall net recurring revenue.

Payment And Account Recovery

Manage client payments, ensuring timely and accurate processing.

Facilitate account recovery efforts for overdue payments, closely collaborating with the finance team as needed.

Cross-functional Collaboration

Work with business development and internal delivery teams to ensure client needs are met and issues resolved promptly.

Provide insights and feedback from clients to internal teams to drive product and service improvements.

Preferred Qualifications & Skills

4+ years of proven experience in customer success or account management, preferably within the hospitality or B2 B industry.

Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.

Excellent problem-solving abilities and a proactive approach to addressing client needs.

Detail-oriented with strong organizational and time-management skills.

Additional Information

Reporting to: Head of Growth

High-visibility role with opportunities to contribute to key strategic initiatives.