Sr. Customer Success Manager, North America

55 minutes ago
Full-time
Senior
Customer and Technical Support
Duetto

Duetto

Duetto provides cloud-based hotel revenue management software and strategy solutions, empowering hotels and casinos to optimize profit and unlock critical data with innovative tools like Gamechanger and Scoreboard.

Hotels, Restaurants & Leisure
51-250
Founded 2012
$143M raised

Description

  • Own onboarding, adoption, retention, and renewal for a strategic North American customer portfolio.
  • Advise clients on hospitality revenue strategy and manage complex, multi-stakeholder relationships.
  • Resolve escalated business and product challenges for strategic accounts.
  • Lead strategic business reviews and advanced client training sessions.
  • Use AI-assisted analytics to demonstrate ROI, identify churn risks, and uncover expansion opportunities.
  • Partner with Product, Sales, and Support to advocate for customer needs.
  • Mentor junior Customer Success Managers.
  • Drive toward 95%+ gross retention and 110%+ net revenue retention.

Requirements

  • 6+ years of customer-facing experience in SaaS, hospitality technology, or revenue management.
  • 3+ years of hospitality revenue management experience.
  • Strong knowledge of RevPAR, ADR, RGI, ARI, MPI, GOP, and GOPPAR metrics.
  • Experience managing complex accounts and independently resolving challenging client issues.
  • Ability to shape account-level revenue strategies.
  • Proficiency with Salesforce and reporting tools such as Tableau.
  • Enthusiasm for using AI-assisted tools and adapting to new technology.
  • Fluent English and authorization to work in the United States without sponsorship.
  • Ability to travel 25–40% regionally across North America.
  • Preferred: Revenue Management System optimization, North American hospitality market knowledge, profitability analysis, and AI-powered customer success platform experience.

Benefits

  • Fully remote position in the United States, with Central or Eastern time zones preferred.
  • Opportunities to work with hospitality and AI technologies.
  • Cross-functional collaboration with Product, Sales, and Support.
  • Inclusive culture that values diverse perspectives and open debate.
  • Regional travel limited to 25–40% within North America.

Interested in this position?

Apply directly on the company website

Apply Now

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