Customer Success Manager

Customer Success Manager

In‑office position based in either Agilysys Alpharetta or Las Vegas offices. Local candidates only.

Agilysys (NASDAQ: AGYS) is a SaaS technology leader transforming the hospitality industry. Our cloud‑based platform powers leading hotels, resorts, casinos, and restaurants, delivering seamless operations and unforgettable guest experiences.

We are seeking a proactive and strategic Customer Success Manager (CSM) to support and grow our customer relationships across North America, Europe and the Middle East regions. As a key liaison between our customers and internal teams, you will ensure customers derive maximum value from our solutions, drive product adoption, champion voice of the customer, and identify opportunities for expansion.

• Develop and maintain strong relationships with assigned customers, business users and key influencers to ensure high level of satisfaction, adoption and account reference‑ability.
• Collaborate with the onboarding team to ensure a successful transition of new customers post‑go‑live.
• Collaborate with the sales team to identify and drive upsell opportunities for new products, licenses and partner integrations.
• Apply a zero‑churn mindset by proactively monitoring customer satisfaction, usage and adoption to mitigate churn risk.
• Follow up on customer feedback and CSATs, ensuring internal stakeholders are aware and remediations are implemented when required.
• Partner with sales on market opportunities by providing insight on account health, satisfaction, usage and adoption.
• Partner with finance on customer billing and assist with any collection issues to avoid account deactivations.

• Ensure unique feature requests or custom delivery projects are identified and carried through with internal stakeholders to deliver on time.
• Support internal stakeholders with customer communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveys.
• Update and keep current all relevant customer contact information, meeting notes, emails and communications in Salesforce.
• Assist in any other tasks and projects as assigned.

• Build and maintain strong, long‑lasting relationships with customers across multiple countries in North America, Europe and the Middle East.
• Monitor customer health metrics and engagement levels to drive satisfaction, reduce churn and support contract renewal process.
• Identify growth opportunities within existing accounts and partner with sales to drive upsell initiatives.
• Serve as voice of customers by providing feedback to product, marketing, and support teams, influencing product roadmap and strategy for the region.
• Work closely with Sales, Product, Marketing, and Support teams to align customer goals and deliver a cohesive experience.

• 5+ years of experience managing customer relationships, preferably in B2B software / SaaS.
• Knowledge and direct experience within luxury hotel, spa or wellness business in an operations/customer facing role.
• Experience using Book4time, Agilysys Spa, Agilysys Golf, and/or Agilysys Membership is preferred.
• Ability to support luxury hotel chains with standardized processes across accounts.
• Self‑motivated, proactive, and able to thrive in a fast‑paced environment.
• Excellent verbal and written communication skills – ability to articulate complex topics, issues and resolutions both orally and in writing.
• Strong business acumen, problem solving, multi‑tasking and analytical skills.
• Flexibility in working outside normal business hours (where required) to meet with customers.
• Excellent presentation skills, both online and in person.
• Proficiency across multiple platforms including Salesforce, Zendesk, Pendo, MS Office Suite would be considered an asset.

Base Salary Range: $80,000 - $90,000

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience; the actual starting pay will vary within this range.

Agilysys is an equal opportunity employer. In compliance with Federal and State EEO laws, qualified applicants are considered for all positions without regard to race, color, gender, religion, national origin, ancestry, place of birth, age, marital status, sexual orientation, disability or veteran status.