Customer Success Manager | JobSetuu

Description

Job Overview

• Source: RemoteOK

Job Description

Created by hospitality operators for hospitality operators, Avero is the trusted technology partner for the hospitality industry. We empower 40,000+ hospitality professionals with the answers they need to transform their businesses and their lives, getting them out of the back office and into the kitchen with their staff, onto the floor with their guests, and at home with their families.

 

POSITION OVERVIEW

Avero is looking for a proactive Customer Success Manager with proven experience in an evolving hospitality SaaS industry company. We are looking for a results-driven candidate to engage, retain and enable Avero’s customers to achieve their desired outcomes. Reporting to the Global Account Manager, this role will provide an unsurpassed level of service to our customers and assist in creating the Customer Success function at Avero. You will be the key contact to a portfolio of customers within your territory, assisting with onboarding and through their time using the Avero platform. Additionally, you will identify opportunities for the sales team to up-sell new products to your customers. This role is a heavily relationship-focused position. We are looking for a people person, who has high energy, is passionate and committed to providing a great service.

 

You may be required to work outside of normal operating hours on occasion due to the global nature of our business.

 

Fully remote role for candidates located in the Las Vegas area.

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WHAT YOU'LL DO

• Manage a growing portfolio of customers in your territory.
• Assist in developing and evolving the Customer Success department.
• Help collect and analyze customer success metrics and data, including all-important NPS, customer testimonials, and references.
• Work with the Global Account Manager(s) and Account Manger(s) to engage with customers with relation to their Account Plan and Customer/Account Journey
• Over-see the on-boarding pipeline ensuring your customers are on track to go live by proactively offering advice, guidance, and support.
• Execute targeted customer engagements based on Customer/Account Journey stage and specific customer Account Plan.
• Serve as an Avero expert and ensure strong product adoption across all partners and relevant stakeholders at all levels.
• Build and manage successful relationships with key partners and generate cross-sell introductions for the sales team – deleted users, AOU’s, etc
• Provide insights to partners to ensure that they get the most out of Avero, ensuring our partners are meeting their objectives with the aim of helping grow our customer base.
• Work collaboratively with the Product and Technology teams to troubleshoot customer issues and help influence our roadmap. 

WHO YOU ARE

• You are enthusiastic about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
• You have a passion and love for all things restaurants, hotels & resorts
• You are collaborative, solution-oriented, results-oriented and exercise good judgement in prioritizing workload.
• Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.
• Energized by connecting and building value driven, strategic relationships with enterprise customers.
• Thrives in fast based, team centric atmosphere and is adaptable in nature; has exceptional multi-tasking abilities and organization skills and the ability to work autonomously.
• You are collaborative and able to operate effectively with your teammates to drive a positive customer experience.
• You are analytical and data-driven, with a focus on a business metrics and proactively identifying trends.

WHAT YOU'LL NEED

• 2+ years of experience in customer facing roles, preferably in the hospitality SaaS company industry.
• Knowledge of the hospitality industry preferred, vertical specialization a plus (Hotels, Restaurants, and Casinos)
• The ability to build relationships at all organizational levels.
• Excellent listening and presentation skills with experience presenting to C-Level and technology leaders.
• Knowledge of the Avero platform, Salesforce/CRM and internal processes and the ability to work with internal partners to drive forward projects a plus.

WHY YOU'LL LOVE WORKING HERE

• Competitive compensation, coupled with an emphasis on work/life balance.
• Employer-sponsored benefits package including Health, Dental and Vision insurance.
• We are a remote employer!
• Health Savings Account with contributions from Avero quarterly!
• Medical and Dependent Care Flexible Spending Accounts
• Company Paid Disability, Life Insurance and AD&D
• Commuter Benefits (for those in NYC!)
• 401k and Company Match
• Parental Leave
• ClassPass Discounts
• Equity in the company – all employees have a stake in our growth!

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SALARY RANGE: $68,000 to $74,000 with Bonus potential

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Disclaimers

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

 

For Colorado* based candidates - The range of our base salary cash compensation for this role for candidates living in Colorado is between $65,000 and $72,000. Final offers are determined using multiple factors including experience and level of expertise. We also offer a full robust benefits package. Because Avero's base compensation is driven by location, we will be happy to discuss a salary range for other locations during the interview process. 

 

Please note that we are only able to hire permanent residents (green card holders) or U.S. citizens at this time.

 

Avero is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. If this role would make you excited to come to work every day, please apply! We look forward to connecting.

Expert Career Tips for Customer Success Manager Roles

To succeed in a competitive market as a Customer Success Manager , you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Customer Success Manager requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Customer Success Manager position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.