Customer Success Manager

Customer Success Manager

Full-time | Remote or office


HGEM is the authority in Guest Experience Management (GEM). Its purpose is to empower hospitality businesses to measure and improve their operation. The role of the Client Success Manager (CSM) role is to ensure clients are (a) using insights from HGEM services to tangibly influence decisions and improve outcomes, and (b) making the most of relevant new features as we roll them out.

The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with. This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.

Core Responsibilities

  • Demonstrate strong end-user knowledge of HGEM’s products and services and how to get the most out of them.
  • Demonstrate curiosity in and knowledge of clients’ challenges, processes and results, as well as proactivity in helping to identify and solve problems.
  • Regularly generate enlightening and useful guest insights for clients (or help them to reflect insights they are generating for themselves).
  • Maintain regular communication with key contacts, building trust and showing empathy, ensuring that they will be strong advocates for HGEM.
  • Liaise with Implementation to ensure dependable delivery of projects and effective day-to-day support.
  • Apply proportionate time and resources to each client based on their requirements and strategic tier.
  • Produce a regular management report in an agreed on-brand format and with content that meets the quality criteria for client reports.
  • Based on the above tiers, schedule and host regular online review meetings and demos.
  • Protect ongoing revenue and sell new solutions where this is in a client’s interests.
  • Maintain accurate and up-to-date client records in CRM.
  • Demonstrate awareness of risks and opportunities for each client.
  • Represent HGEM at industry events and in appropriate social media – demonstrating knowledge of the industry and promoting HGEM as an expert in its field.
  • Secure testimonials and content for case studies from your clients.
  • Seek and communicate feedback from clients on potential product enhancements.

Personal Qualities & Experience

  • Familiarity with operational processes and challenges in hospitality, preferably gained at a management level.
  • Confidence, competence and experience in manipulating data, interpreting useful patterns and communicating these in terms of practical recommendations.
  • Ability to explain product features to clients confidently and concisely.
  • Ability to work calmly under pressure and achieve deadlines.
  • Strong evidence of attention to detail, particularly in relation to keeping accurate, up-to-date records.
  • Evident self-awareness.
  • Ability to adapt communication style to different settings.
  • Ability to be resourceful in solving problems.
  • Ability to influence the opinions and thoughts of others.
  • Ability to empathise with the challenges faced by both clients and colleagues.
  • Ability to build trust and relationships with others.
  • Demonstrable integrity through openness, honesty and reliability.
  • Willingness to take ownership for responsibilities, successes and failures.
  • Approachable and consistent behaviour.
  • Self-motivated to improve and achieve results.
  • Ability to listen effectively to the verbal and non-verbal messages of others.
  • Acts as a good role model for others in a similar role.
  • Articulate communicator (both written and verbal).