Hotel Client Success Manager

Position : Client Success Manager, Hotels

Salary range: $55,000 - $65,000 + performance bonus, equity options

Location : Our HQ is located in NYC, so this position will be remote but based in Southern California, with travel across key West Coast markets (including Las Vegas, Colorado, and Canada) for onsite activations, team trainings, and client check-ins.

Reports to: West Coast Implementation Specialist / Client Success Lead

What’s driving this hire: As Chexology continues to grow its client base across new markets and industries, we’re expanding our Client Success team to ensure every customer has a seamless onboarding experience and ongoing support. This role is crucial in maintaining strong client relationships, enhancing retention, and helping our clients maximize the value of our platform. With an increasing number of high-profile and international accounts, we need an additional CSM to help manage our growing portfolio and uphold our high standards for client experience.

You’ll thrive in this role if you:

- Are energized by helping others succeed and take pride in delivering a top-notch client experience. - Communicate clearly, listen actively, and build trust through responsiveness and follow-through. - Enjoy solving problems, thinking on your feet, and adapting to different client needs. - Can juggle multiple priorities without losing attention to detail. - See yourself as a true partner to clients and internal teams, and care deeply about long-term relationships and results.

What you’ll do:

Client Support & Onboarding

- Serve as an external product champion, advising clients on best practices to ensure long-term success and account growth. - Coordinate account setup logistics during new client activations, including usage analysis and proactive follow-up. - Prepare and deliver onboarding materials, including client questionnaires, checklists, and standard operating procedures (SOPs). - Travel as needed to support onsite client activations and provide in-person training and implementation support.

Client Communication & Issue Tracking

- Respond to assigned client support requests and escalate issues when necessary. - Monitor shared inboxes and ensure timely, accurate responses. - Collaborate closely with Sales on renewals, upsell opportunities, and cross-sell initiatives, stepping into sales-cycle activities (demos, proposals, or follow-ups) when additional support is required.

Data & Systems Management

- Maintain accurate client records in Salesforce and other internal systems. - Track onboarding progress, renewal timelines, and key milestones in shared trackers. - Log client interactions and case notes to support team visibility and continuity.

Market Growth

- Utilize your client relationships to obtain referrals to share with the Sales team. - Conduct outbound prospecting and initial outreach to targeted leads in partnership with the Sales team (SDR responsibilities). - Qualify inbound and outbound leads when needed and help transition them smoothly to the Sales team or manage the sales conversation directly when appropriate. - Conduct upgrades

Internal Collaboration

- Support the Client Success Lead and internal Customer Success Managers with account-related tasks. - Participate in weekly team meetings and provide regular updates on progress. - Collaborate cross-functionally with Operations, Sales, and Product to ensure seamless onboarding and ongoing support. - Share relevant client feedback to inform process and product improvements.

Resource & Content Support

- Contribute to the creation and improvement of client training materials and documentation. - Help maintain and update the internal knowledge base, including templates and how-to guides.

Your Roadmap: First 9–12 Months at Chexology

Months 1–2: Onboarding, Immersion & Shadowing

- Gain complete proficiency in Chexology’s product suite, internal workflows, and hotel PMS integration setups. - Shadow onsite implementations and client training sessions alongside the Implementation Specialist. - Begin managing standard incoming client support inquiries and updating account profiles in Salesforce/Asana.

Months 3–5: Ownership & Independent Implementations

- Co-lead end-to-end client activations independently across assigned West Coast and regional accounts. - Conduct on-site staff trainings and guide change management for hotel staff adapting to paperless workflows. - Build proactive check-in cadences to drive product adoption and identify potential upsell or expansion opportunities.

Months 6–12: Strategic Partnerships & Expansion

- Fully own a portfolio of high-value hotel and hospitality accounts, maintaining high retention and renewal rates. - Partner with Sales to identify growth areas, supporting demo presentations and contract renewals. - Refine onboarding documentation, SOPs, and training playbooks based on field insights and client feedback.

What we’re looking for:

- 2+ years of hands-on experience in hotel operations, front services, or guest relations, with strong familiarity with major Property Management Systems (PMS) like Opera, HMS, or Stayntouch. - Proven track record in customer-facing roles (Client Success, Onboarding, Hospitality Management) with a strong aptitude for change management, staff training, and conflict resolution. - Exceptional active listening, active problem-solving, and verbal/written communication skills. - Strong organizational skills with demonstrated ability to multitask and manage concurrent client implementations under tight timelines. - An independent “doer”. - Proficiency or quick adaptability with CRM and project management platforms (Salesforce, Asana, Metabase). - Familiarity with tech platforms or SaaS companies.

A Bit About Chexology:

Chexology is a global technology company headquartered in New York City. You may have seen us on ABC’s Shark Tank, where we introduced our patented software, transforming the hospitality industry by eliminating paper claim tickets—think coat check, luggage check, equipment rentals, and valet services. Our intuitive mobile app has solved major operational challenges for renowned brands like the Museum of Modern Art, Barclays Center, Live Nation, AEG Worldwide, Tao Group, Sheraton Hotel, and Montage International. We’re proud to partner with museums, concert venues, sports stadiums, and hotels around the world.

Behind our innovative tools is a close-knit team of passionate individuals from diverse backgrounds. We thrive in a collaborative and respectful environment where approachable leadership and strong team values drive us forward. At Chexology, we combine our life experiences and creativity every day to create meaningful products that enhance guest experiences worldwide.

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