Customer Success Manager

Job description

Job Summary: The Customer Success Manager is responsible for building strong, long-term relationships with customers and ensuring they realize maximum value from Shiji’s hospitality technology solutions. This role drives customer engagement, product adoption, and sustained value by supporting customers throughout the post implementation lifecycle. As the primary advocate for our customers, the Customer Success Manager delivers strategic guidance, clear communication, and a deep understanding of each customer’s operational, and business needs to help them achieve measurable outcomes. This role requires balancing product knowledge, business acumen, and interpersonal intelligence to navigate complex customer environments, build trust across diverse stakeholders, and ensure a positive and successful customer journey. What You’ll Do: Build and maintain deep, long-term relationships with key stakeholders at both the property and corporate levels across the Americas, serving as the trusted advisor and primary point of contact to ensure alignment between Shiji’s technology and the customer’s operational goals. Lead the formal transition of clients from the implementation phase into long-term success, coordinating with internal Implementation and Support teams to ensure a smooth handoff while acting as the internal customer advocate to drive adoption, product understanding, and value realization. Perform regular, data-backed business reviews, health checks, and strategic planning sessions to monitor customer satisfaction and progress against success metrics, proactively identifying improvement opportunities and adoption gaps to recommend improvements and best practices. Proactively identify accounts facing operational, technical or adoption risks and develop strategic recovery and stabilization plans to prevent churn and support renewal readiness. Act as the primary escalation point for customers, managing issues with professionalism, composure, and empathy, while coordinating resolution with appropriate internal teams to keep the client informed and reassured. Help customers differentiate between product limitations, process gaps, configuration challenges, and internal communication issues, facilitating clear and constructive problem-solving. Act as a bridge between the Americas market and Shiji’s global Product organization, sharing insights, trends, and recurring challenges to influence product enhancements and prioritize localized requirements. Collaborate closely with Sales, Support, Implementation and Technical Account Management teams to ensure customers receive the appropriate level of technical and operational support throughout the lifecycle. Lead customer meetings, executive business reviews, and best-practice sessions (onsite and virtual) to reinforce value realization and strengthen long-term partnership and engagement. Success in This Role Looks Like Effectiveness in this role is measured by the tangible value delivered to clients and the strength of partnerships built across the Americas. After the initial ramp-up period, success is demonstrated through consistent delivery of the following outcomes: Clients actively adopt and utilize solutions to achieve their operational and financial goals. High client retention is maintained, with renewals secured in a timely and seamless manner. Strong, trusted relationships are established at both the property and corporate levels, with recognition as a strategic partner. Risks and challenges are identified early, with proactive solutions implemented before impacting the client experience. Clients demonstrate satisfaction through ongoing engagement, advocacy, and willingness to serve as references. What You’ll Bring (knowledge, skills, and abilities): Minimum three (3) years of professional experience in Customer Success, Account Management, or a client facing role within a SaaS environment. Hands-on experience in the hospitality industry, with strong practical knowledge of hotel technology ecosystems such as enterprise Property Management Systems (PMS), Point of Sale (POS), and Global/Distribution CRS platforms, as well as modern cloud-based PMS/POS architectures and their integration frameworks. Fluent in Spanish and English, with superior written and verbal communication skills and the ability to clearly articulate technical concepts to non-technical audiences, lead customer discussions, and deliver effective presentations. High emotional intelligence, with the ability to navigate interpersonal dynamics, manage stakeholder relationships, and remain calm, objective, and solution-focused in high- pressure or escalation scenarios. Strong analytical skills with the ability to interpret system data and usage metrics to generate insights that help customers optimize operations and outcomes. Strong organizational and time-management skills, with the ability to prioritize multiple initiatives, manage competing demands and meet deadlines. Ability to work effectively both independently and within cross-functional, collaborative teams. Ability to guide customer conversations constructively, align stakeholders on solutions, and support decision-making. Nice to Have (Preferred Qualifications): Degree in Business Administration, Hospitality Management, or related field Success Factors (Core Competencies): Relationship-building and stakeholder influence across both property and corporate levels. Strategic alignment of technology solutions with the operational and financial goals of the customer. Proactive problem-solving and risk mitigation to maintain seamless customer experience. Clear and concise communication, capable of connecting technical details with practical business outcomes. Ownership and accountability for driving product adoption, securing renewals, and ensuring overall customer satisfaction. Adaptability and resilience to manage multiple accounts in a fast-paced, evolving technology environment. ​​​​​​​ Travel Requirements: Willingness and ability to travel up to 30% domestically and internationally; valid passport required. Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.