Senior Customer Success Manager

Are you passionate about helping hotels maximise the value of technology? Do you have a background in hotel operations and enjoy building strong relationships with customers? If so, we'd love to hear from you.

We're recruiting on behalf of an innovative and rapidly growing hospitality technology business looking to appoint a Senior Customer Success Manager to support and develop a portfolio of hotel clients across Latin America.

This is an excellent opportunity for someone who understands the operational challenges faced by hotels and enjoys working consultatively with customers to ensure they achieve measurable business outcomes through technology.

The Role

As Senior Customer Success Manager, you'll become a trusted advisor to hotel customers, helping them successfully adopt and optimise a market-leading hospitality technology platform. You'll work closely with senior stakeholders to understand their business objectives, identify opportunities for improvement, and ensure customers realise long-term value from their investment.

You'll collaborate with internal teams including Product, Support, Sales and Professional Services to deliver an outstanding customer experience while driving retention, customer satisfaction and account growth.

Key Responsibilities

* Manage and develop relationships with a portfolio of hotel customers across LATAM.
* Lead onboarding, adoption and ongoing customer success initiatives.
* Act as the primary strategic contact for key customer stakeholders.
* Build trusted relationships with General Managers, Revenue leaders, Operations teams and other senior decision-makers.
* Conduct regular business reviews focused on customer objectives, success metrics and future opportunities.
* Identify risks to customer satisfaction and proactively implement solutions.
* Increase platform adoption by sharing best practices and providing strategic guidance.
* Partner with internal teams to resolve customer challenges and advocate for customer needs.
* Support renewal conversations and identify opportunities for expansion where appropriate.
* Maintain accurate customer records and success plans within the CRM.

About You

We're looking for someone who combines strong hospitality experience with excellent relationship management skills.

You'll likely have:

* Experience working in Customer Success, Account Management, Hotel Technology, Implementation or a similar customer-facing role.
* Previous hotel operations experience within hotels, hospitality groups or hospitality technology companies.
* Hands-on experience working with Property Management Systems (PMS) or other hotel technology platforms such as CRS, RMS, POS, Channel Managers or Central Reservations systems.
* A strong understanding of hotel operational workflows and guest journeys.
* Experience engaging confidently with senior stakeholders and executive-level decision makers.
* Excellent communication and presentation skills in both English and Spanish. Portuguese would be an advantage but is not essential.
* A consultative approach with the ability to understand customer objectives and translate them into successful outcomes.
* Strong organisational skills with the ability to manage multiple customer relationships simultaneously.
* A proactive, customer-first mindset with excellent problem-solving abilities.

What's on Offer

* Up to MX$1,500,000 base salary dependent on experience.

* 20% annual bonus.

* Fully remote role based within Mexico.
* Opportunity to join a fast-growing international technology business.
* Work with leading hotel brands across the region.
* Collaborative, supportive and high-performing culture.
* Excellent career progression opportunities.
* Competitive salary and benefits package.

Interested?

If you have a passion for hospitality, enjoy building lasting customer relationships and want to help hotels unlock the full potential of innovative technology, we'd love to hear from you.