Customer Success Manager

Aven Hospitality is an innovative technology provider powered by Syn Xis®, the leading global hospitality commerce and distribution platform. We empower hoteliers around the world to exceed expectations, solve daily challenges, and stay ahead of the competition. With our comprehensive portfolio of solutions, hoteliers can manage distribution, retailing, payments, operations, and more, maximizing revenue, improving efficiency, and delivering personalized guest experiences.

The Customer Optimization and Engagement team consists of hospitality commerce and distribution experts passionate about fostering customer success and driving value realization. The team is seeking a candidate for the position of Customer Success Manager.

The Customer Success Manager will work with our customers to achieve their desired commercial outcomes as outlined in their customer success plan and drive value realization. The manager will work closely with our commercial team to facilitate greater customer engagement, revenue retention, and expansion. As this is a new team and function, the manager will support the stand‑up and enablement of an efficient and expandable team.

Success will be measured through customer value realization, goal attainment, revenue retention, expansion, and successful renewals.

• Support the Director’s efforts to develop, deploy, and maintain team engagement strategies and performance metrics aligned with organizational expectations and customer success metrics.
• Facilitate onboarding, close any gaps in expertise or knowledge, and promote continued education.
• Develop and maintain relationships with commercial, product, and delivery team members necessary to be successful and effective as the voice of the customer.
• Effectively engage customers as part of their book of business.
• Establish customer baselines and partner to create or refresh their customer success plan.
• Create engagement strategies that promote customer success, goal attainment, and value realization.
• Serve as the customer’s liaison with Aven operations and, more broadly, the customer’s champion.
• Partner with the commercial team to report on customer progress and areas of greater opportunity.
• Support the Aven Hospitality colleagues as they support customer success.
• Support efforts to report team performance metrics and offer strategies to increase impact and expand outcomes.

• Minimum 5 years of customer success, relevant sales, consulting, or hospitality distribution/revenue management experience.
• Extensive experience with Syn Xis CRS and deep understanding of hospitality commerce, including revenue management, total revenue attainment, distribution strategies, guest acquisition and retention strategies, cost of goods/service sold, and knowledge of the competitive landscape, key trends, opportunities, and challenges.
• Bachelor’s Degree or equivalent in a relevant field, including relevant industry experience.
• Proven experience in fostering customer relations and supporting customer goal attainment and value realization.
• Proven ability to influence cross‑functional teams within a global matrix organization, with strong capabilities to build relationships with internal and external stakeholders.
• Professional presence and business acumen with articulate and persuasive oral and written communication skills.
• Critical thinking skills with the ability to anticipate potential issues and suggest creative alternatives to overcome barriers.
• Strong people skills and extreme resourcefulness.
• Strong knowledge of the travel/hospitality markets and/or enterprise software space.

• Strong analytical and problem‑solving skills.
• Ability to lead or influence individuals or teams.
• Demonstrated ability to develop and foster strong customer relationships.
• Strong verbal, written, and presentation skills.
• Creative thinker and problem solver.
• Strong interpersonal and communication skills.
• Self‑motivated, results‑oriented professional.

• Salesforce.
• Understanding of Software Development Life Cycle and a SaaS business model.

• Very…