Customer Success Manager

Customer Success Manager

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The Customer Success Manager (CSM) is responsible for building strong, strategic relationships with customers and ensuring they achieve maximum value from M3’s products and services. The CSM acts as a trusted advisor, guiding customers through onboarding, adoption, and growth while driving engagement, satisfaction, and retention. This role requires exceptional communication skills, a deep understanding of M3’s solutions, and the ability to deliver consistent, repeatable processes that enhance the customer experience.

• Manage a defined portfolio of customers, serving as their primary point of contact and advocate.
• Build trusted relationships with key customer stakeholders and internal teams to align goals and expectations.
• Conduct regular business reviews to evaluate progress, identify risks, and uncover growth opportunities.
• Maintain & follow a customer roadmap that aligns M3’s capabilities with customer business objectives.
• Drive adoption of M3 products by ensuring customers are fully trained and realize measurable value.
• Identify and execute initiatives that strengthen customer retention and satisfaction.
• Proactively identify at-risk customers and implement mitigation strategies in collaboration with cross-functional teams.
• Understand and work towards fulfilling team KPI’s and metrics.
• Work with CS Team to develop initiatives that deliver value to our customers.
• Collaborate with scheduling internal teams to optimize the customer journey and address process gaps.
• Gather and communicate customer feedback to Product Owners and other departments to influence roadmap priorities according to CS Team processes.
• Document customer health, success metrics, and touchpoints within Client Success.
• Ensure allredscustomer interactions, escalations, and deliverables are tracked accurately and resolved in a timely manner.
• Participate in internal meetings to share customer insights, advocate for improvements, and drive alignment.
• Represent M3 professionally during client visits, conferences, and strategic discussions.
• Liaison with other departments to coordinate customer success throughout customer lifecycle.

• Problem solving ability
• Meeting service level agreements
• Cross Functional Team Engagement
• Expertise in Team Collaboration
• Strong interpersonal skills with a customer-first mindset.
• Capable of handling escalation processes
• Has previous experience in customer relationship management
• Capable of achieving results which depend on internal collaboration
• Hospitality experience preferred
• Manage contract lifecycle and renewal processes, including drafting, reviewing, tracking expiration dates, and ensuring timely, accurate execution of all agreements.

• College degree.
• Contract Management
• Hospitality industry
• 3-5 years of overall management experience (Solidevalance of project management principles preferred).
• 1-2 years of experience in Customer Success preferred.
• Experience in SaaS or hospitality technology preferred.
• Strong interpersonal skills and the ability to lead and inspire others to drive growth.
• Ability toತ್ಪ create strategies, implement them, track performance, and achieve set objectives.
• Must have keen problem-solving and process development and improvement skills
• Task planning skills
• Must be able to actively participate in meetings at all levels within the organization.
• Demonstrated ability to coordinate cross-functional work teams toward task completion.
• Advanced written and verbal communication skills are a must.
• General PC knowledge including Microsoft Office expert level knowledge of Excel, Word, and a working knowledge of PowerPoint.

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.

족-Mid-Senior level

-Contract

Other

Software Development

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