Strategic Customer Success Partner

About Us

Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. Think of it like this: while hotels are all about luxury and convenience, their operations are often stuck in the ‘90s. From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive. That’s where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork.

Reeco partners with hotel management companies, suppliers, and GPOs to modernize purchasing, accounts payable automation, inventory, and supplier collaboration across multi-property portfolios.

Why Reeco

At Reeco, we live by our core values, which we call Heartt: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. We’re on a mission to provide simple, powerful solutions for our customers with the same dedication they put into serving their guests.

Join a fast-growing, innovative company transforming procurement in the foodservice space. At Reeco, we empower our customers with smarter tools and better transparency, and you’ll play a key role in making that vision a reality.

Job Summary

Reeco is looking for a Strategic Customer Success Partner to own and grow relationships with our most important complex enterprise accounts, including multi-property hotel management groups with complex supplier and GPO partnerships.

This is a senior individual contributor role designed for someone with strong experience in both Customer Success and Account Management, and a proven ability to drive revenue growth within existing customers.

This role carries ownership of gross retention and net revenue retention across a defined enterprise portfolio.

You will serve as a strategic advisor to executive stakeholders (CFOs, COOs, VPs of Operations and Finance), lead renewal and expansion efforts, and ensure our customers are achieving measurable business value from our platform.

We are seeking someone commercially driven, consultative, and comfortable leading high-level business conversations. You will operate as the commercial quarterback of your book of business by developing multi-year account strategies, forecasting renewals, and identifying expansion opportunities across properties and departments. This role offers the opportunity for team leadership growth.

Key Responsibilities

Strategic Account Ownership:

• Own a portfolio of strategic enterprise accounts and act as their primary point of contact.
• Manage complex, multi-entity organizations with multiple stakeholders and properties.
• Build trusted relationships with executive and operational stakeholders.
• Conduct high-impact business reviews focused on ROI, performance metrics, and long-term strategic alignment.
• Translate purchasing, AP automation, and operational data into executive-level insights demonstrating cost savings, efficiency gains, compliance improvements, and margin impact.
• Develop and execute account plans aligned with customer goals and company growth targets.
• Build and maintain multi-year growth strategies for each enterprise account.

Revenue Growth & Commercial Leadership:

• Drive renewals, ensuring long-term retention and account stability.
• Identify and lead upsell and cross-sell opportunities across the Reeco platform.
• Confidently manage commercial conversations, negotiations, and pricing discussions.
• Partner closely with Sales leadership when expansion opportunities require additional support.
• Carry a revenue target tied to retention and expansion performance.

Value Realization & Retention:

• Ensure customers are fully leveraging Reeco’s solutions and achieving tangible business outcomes.
• Monitor usage trends, adoption metrics, and risk indicators to proactively address churn risks.
• Manage escalations when necessary, maintaining high customer satisfaction.
• Act as the voice of the customer internally, collaborating with Product, Operations, and Support teams.
• Proactively identify organizational risk factors (stakeholder changes, operational shifts, adoption gaps) and build mitigation strategies.

Cross-Functional Impact

• Work closely with Sales, Marketing, Product, and Support to deliver a seamless customer journey.
• Contribute to improving internal processes related to renewals, expansion, and customer lifecycle management.
• Support strategic initiatives such as case studies, referrals, and executive advocacy programs.
• Contribute to building and refining enterprise Customer Success playbooks and renewal strategies as Reeco scales.
• Serve as a mentor and strategic thought partner to other Customer Success team members.

Requirements:

• 5+ years of experience in Customer Success, Account Management, or a revenue-driven client-facing role within a SaaS or technology company.
• Proven track record managing enterprise or strategic accounts with multiple stakeholders, locations, or business units (e.g., multi-property hospitality groups or enterprise organizations).
• Demonstrated success driving renewals, upsells, and revenue growth within existing customers.
• Strong executive presence and ability to lead commercial conversations and negotiations.
• Strong financial acumen with the ability to connect product adoption to cost savings, operational efficiency, and business impact.
• Experience working cross-functionally with Sales, Product, and Operations teams.
• Comfortable working in either a hybrid or fully remote environment.

Preferred Qualifications:

• Experience in hospitality tech, procurement platforms, supply chain, or B2B marketplaces.
• Experience working with hotel management companies, supplier networks, or GPO structures.
• Familiarity with CRM and customer success tools such as Salesforce, Gainsight, or HubSpot.
• Experience in high-growth or startup environments.

Perks & Benefits

• Competitive Base Salary and Commission Structure: This role offers a competitive base salary along with a performance-based commission plan, providing strong total earning potential while rewarding results.
• Comprehensive Health Coverage: Our benefits package includes medical, dental, and vision insurance to ensure you and your family are covered.
• 401(k) Retirement Plan with Company Match: We offer a 401(k) plan with company matching to help you plan and invest confidently in your future.
• Growth Opportunities: The opportunity to grow with a fast-paced startup and take on increased responsibilities as we expand.
• Innovative Environment: Work with a talented and passionate team dedicated to transforming the hospitality industry through technology.

How to Apply

Ready to join a company where your work has real impact? Send us your resume, and don’t forget to share why Heartt resonates with you!

At Reeco, we believe in working smart, staying humble, and always bringing our best. Let’s change the future of hospitality together. Only Qualified leads will be answered.