Customer Success Manager, North America

Customer Success Manager - Public Sector

Role Summary / Purpose
Responsible for managing the interaction between all stakeholder groups, customer success expectations, and project success criteria. As a trusted advisor, you will use your expertise to assist our clients daily in maximizing all that Duetto products have to offer. Responsible for understanding customer requirements, managing implementation, and driving adoption by providing recommendations that align with specific business needs.

• Customer Success & Relationship Management Build and maintain strong relationships with hotel clients across North America; act as the primary point of contact for assigned accounts, driving revenue expansion, renewals, and minimizing churn; ensure customers achieve measurable ROI through product adoption and optimization; maintain 95%+ gross retention, 110%+ net retention, and keep churn below 5%.
• Product Expertise & Advisory Develop deep business and technical knowledge of Duetto's pricing and revenue optimization solutions; analyze data and market trends, providing clients with recommendations that align with their revenue strategy; advise on KPIs such as RevPAR, ADR, RGI, ARI, MPI, and support hotels in improving revenue performance.
• Onboarding, Training & Support Manage all post‑sales activities for assigned accounts, including onboarding, personalized training, and escalations; conduct remote and onsite meetings to drive adoption and maximize client value; resolve business issues related to system configuration, monitoring, and best practices.
• Cross‑Functional Collaboration Partner with Sales and Marketing to support growth through account insights, training, and market expertise; serve as the voice of the customer, sharing feedback with internal teams to improve product and service; keep customer information up to date in Salesforce and run reporting/analytics in Tableau.
• Team & Culture Contribute to a positive, productive environment within the Customer Success team; support knowledge sharing and collaboration across departments.

• Required: 3+ years’ experience in Hospitality Revenue Management; proven track record in a customer‑facing role (Customer Success, Account Management, or Consulting), ideally in hospitality technology or SaaS; strong understanding of hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and RMS systems; proficiency in Duetto solutions (preferred) or comparable revenue management tools; strong relationship‑building, analytical, and communication skills; ability to travel regionally within North America (25–40%).
• Preferred: Prior SaaS platform experience in hospitality technology; knowledge of North America hospitality market dynamics and distribution landscape; familiarity with CRM tools (Salesforce, Oracle, etc.).

About Duetto
Duetto delivers a suite of SaaS cloud‑native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real‑time dynamic data sources and actionable insights into pricing and demand across the enterprise.