Customer Success Manager

Description Summary:        

The Customer Success Manager (CSM) is responsible for building strong, strategic relationships with customers and ensuring they achieve maximum value from M3’s products and services. The CSM acts as a trusted advisor, guiding customers through onboarding, adoption, and growth while driving engagement, satisfaction, and retention. This role requires exceptional communication skills, a deep understanding of M3’s solutions, and the ability to deliver consistent, repeatable processes that enhance the customer experience. 

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties. 

• Manage a defined portfolio of customers, serving as their primary point of contact and advocate. 
• Build trusted relationships with key customer stakeholders and internal teams to align goals and expectations. 
• Conduct regular business reviews to evaluate progress, identify risks, and uncover growth opportunities. 
• Maintain & follow a customer roadmap that aligns M3’s capabilities with customer business objectives. 
• Drive adoption of M3 products by ensuring customers are fully trained and realize measurable value. 
• Identify and execute initiatives that strengthen customer retention and satisfaction. 
• Proactively identify at-risk customers and implement mitigation strategies in collaboration with cross-functional teams. 
• Understand and work towards fulfilling team KPI’s and metrics. 
• Work with CS Team to develop initiatives that deliver value to our customers. 
• Collaborate with internal teams to optimize the customer journey and address process gaps. 
• Gather and communicate customer feedback to Product Owners and other departments to influence roadmap priorities according to CS Team processes. 
• Document customer health, success metrics, and touchpoints within Client Success.  
• Ensure all customer interactions, escalations, and deliverables are tracked accurately and resolved in a timely manner. 
• Participate in internal meetings to share customer insights, advocate for improvements, and drive alignment. 
• Represent M3 professionally during client visits, conferences, and strategic discussions. 
• Liaison with other departments to coordinate customer success throughout customer lifecycle. 

Required Skills and Expertise Knowledge  

• Problem solving ability 
• Meeting service level agreements 
• Cross Functional Team Engagement 
• Expertise in Team Collaboration 
• Strong interpersonal skills with a customer-first mindset. 
• Capable of handling escalation processes  
• Has previous experience in customer relationship management  
• Capable of achieving results which depend on internal collaboration 
• Hospitality experience preferred  
• Manage contract lifecycle and renewal processes, including drafting, reviewing, tracking expiration dates, and ensuring timely, accurate execution of all agreements.

Education/Training/Experience:  

• College degree. 
• Contract Management
• Hospitality industry
• 3-5 years of overall management experience (Solid understanding of project management principles preferred). 
• 1-2 years of experience in Customer Success preferred. 
• Experience in SaaS or hospitality technology preferred. 
• Strong interpersonal skills and the ability to lead and inspire others to drive growth. 
• Ability to create strategies, implement them, track performance, and achieve set objectives. 
• Must have keen problem-solving and process development and improvement skills 
• Task planning skills 
• Must be able to actively participate in meetings at all levels within the organization. 
• Demonstrated ability to coordinate cross-functional work teams toward task completion. 
• Advanced written and verbal communication skills are a must. 
• General PC knowledge including Microsoft Office expert level knowledge of Excel, Word, and a working knowledge of PowerPoint. 

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to lift and move light to moderate items occasionally without reasonable accommodation