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Customer Success Manager, LATAM
hace 4 semanas
OverviewResponsible for managing the interaction between all stakeholder groups, Customer Success expectations and project success criteria. Acts as a trusted advisor to assist clients daily in maximizing Duetto products, including understanding customer requirements, managing implementation, and driving adoption by providing recommendations that align with specific business needs. The role requires a confident, goal-focused business manager who is a team player, working closely with hotels, chains, and partners across LATAM to strengthen relationships, improve product utilization, and identify opportunities for growth and retention.ResponsibilitiesBuild and maintain strong relationships with hotel clients across LATAM.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 metrics: gross retention, net retention (NRR), and churn targets as defined by the team.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.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.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.Contribute to a positive, productive environment within the Customer Success team and across departments.Update CS related information in Salesforce and run customer reports in Tableau.Coordinate cross-functional collaboration to ensure adoption and value realization.What you will doLeverage deep business and technical knowledge of Duetto\'s pricing and revenue optimization solutions and related products.Serve as the voice of the customer during remote and onsite meetings.Manage all post-sales activity for assigned accounts (onboarding, training, continued support, escalations).Analyze data to identify market trends and discuss relevant features with customers.Support sales and marketing with tools, training, and market expertise to position and sell products.Conduct analyses to determine how products address customer issues.Resolve business issues for clients including practices, system configuration, and monitoring.Collaborate with team and other departments to create a positive, productive environment.Maintain Salesforce updates and produce customer reports in Tableau.QualificationsRequired: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.Fluent in Spanish and English; based in Mexico (Mexico City preferred).Strong relationship-building, analytical, and communication skills.Ability to travel regionally within LATAM & USA (25–40%).Preferred:Prior SaaS platform experience in hospitality technology.Knowledge of LATAM hospitality market dynamics and distribution landscape.Familiarity with CRM tools (Salesforce, Oracle, etc.).About DuettoDuetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. 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. For more information, please visit https://www.duettocloud.com. #J-18808-Ljbffr
