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Customer Success Manager

About the Role

We are looking for an experienced Customer Success Manager who understands the value of nurturing and growing customer relationships, at scale. As a CSM, you will work with a large portfolio of customers to proactively build relationships and serve as the internal voice of the customer at ALICE. You will be responsible for engaging with customers post-onboarding and driving user adoption and satisfaction to help support high retention and expansion. You will work with a variety of users and decision-makers and collaborate with our internal Product, Customer Success, and Sales teams. We are in need of an enthusiastic, customer-centric individual who can manage numerous accounts at various stages of the customer journey. The ideal candidate is motivated, self-sufficient, eager to gain an in-depth understanding of the product and customer needs, and results-oriented.



  • Actively manage a portfolio of assigned accounts, and ensure the customers achieve positive outcomes via ALICE’s portfolio of products and services 
  • Serve as the voice of your customer amongst internal stakeholders, both advocating for the client while supporting the company’s best interests.
  • Analyze customer data and craft best practice recommendations, value stories, and regular business reviews
  • Implement customer success plans for assigned portfolio
  • Independently prioritize and execute proactive and reactive customer touchpoints
  • Engage with a wide range of end-users and key stakeholders to drive business results, collect product feedback, and identify new revenue opportunities
  • Develop and implement scaled playbooks and engagement strategies 
  • Analyze customer data to create and execute strategies within your customer portfolio 


Experience Profile: relevant past experience (Requirements)

  • Bachelor’s degree
  • 2+ years of experience in Customer Success, Sales, or Account Management (preferably in a SAAS environment) 
  • A proven record of maintaining multiple client relationships 
  • Superb written and verbal communication skills 
  • Excellent organizational, presentation, and communication skills
  • Project management experience in managing complex cross-team initiatives
  • Interest in learning technical skills and data analysis work
  • Ability to create and present customer-facing presentations 
  • Proficiency in working with Google Drive & Microsoft Office, particularly Excel/Sheets
  • Ability to travel 10-15% of the time


You will be successful here if you have:

  • A passion for working with customers on a daily basis
  • Multi-tasking down to a science 
  • Eagerness to learn and grow at a fast-paced company 
  • Self-sufficiency in time management and prioritization, able to act like an owner 
  • Ability to recognize and maximize new business opportunities 
  • Problem-solving & analytical skills 
  • Confidence and poise under pressure
  • Comfort with negotiation 


Nice to have: 

  • Experience in hotel operations or hospitality tech
  • Previous sales experience 
  • Experience working fully remotely 


About ALICE:

ALICE is the leading all-in-one hospitality operations platform that enables hotel staff to do their most impactful work without all the guesswork. Task management, real-time communication, and operational analytics reduce the complexity and chaos of hotel operations providing the transparency and flexibility needed to run efficiently. Founded in 2013, ALICE works with more than 2,500 hotels and tens of thousands of hotel staff across many of the world’s leading brands, including Marriott International, Hilton Hotels & Resorts, Graduate Hotels, and Grupo Posadas. ALICE is a Top 10 Best Places to Work in Hotel Tech by Hotel Tech Report in 2021, winner of Best Concierge Software, a Top 10 People's Choice Software and Finalist for its Preventative Maintenance Software, Housekeeping, and Staff Collaboration Tools, at the 2021 HotelTechAwards. 


Compensation and Benefits:

  • Competitive Salary
  • Flexible Time Off
  • Wonderful Remote Environment & Team Culture
  • Virtual Team Events


You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.


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