Director, Customer Success

Job Summary:

The Director, Technical Account Management & Customer Success will lead our global technical account management and customer success organization, focusing on long-term customer satisfaction, retention, and revenue growth. This individual will be responsible for defining and executing strategies that ensure our customers realize maximum value from our hospitality technology solutions. The role includes building scalable processes, driving operational excellence in customer engagement, technical partnership, adoption, and retention and leading a high-performing team of Customer Success and Technical Account team members.

The Director, Customer Success & Technical Account Management is a visionary leader who balances strategic planning with hands-on leadership, ensuring our clients receive world-class business and technical support while maximizing business value.

What You'll Do:

• Lead and scale the regional Customer Success & Technical Account Management organization, ensuring consistent delivery of best-in-class service across all regions.
• Coach and develop the Customer Success and Technical Account Management team, ensuring a culture of excellence, accountability, and continuous improvement.
• Define, execute, and continuously improve strategies that drive customer engagement, adoption, retention, and expansion in alignment with company growth and revenue goals.
• Define and oversee the Technical Account Management strategy to ensure customers receive technical guidance, best practices, and solution optimization to achieve their business goals.
• Establish and monitor KPIs for customer retention, satisfaction, technical health, system adoption, incident trends, ensuring targets are consistently achieved.
• Partner with the Sales, Implementation, Support & Product teams to optimize the roadmap, and ensure product quality and usability as well as customer journey from go live through steady state, ensuring long-term customer health..
• Lead and mentor the Customer Success and Technical Account Management teams, fostering a high-performing culture focused on customer adoption, satisfaction, and measurable success outcomes.
• Act as an executive sponsor for key global accounts, building trusted partnerships and executive-level relationships to drive retention, upsell opportunities, and overall customer lifetime value, owning customer retention and net revenue goals.
• Oversee the resolution of complex escalations, ensuring customers receive best in-class service and rapid problem resolution.
• Leverage data-driven insights from customer usage, feedback, and support trends to drive innovation and growth.
• Establish global playbooks, escalation paths, and communication standards for customer experiences.
• Collaborate with C-level executives, senior leadership, regional teams, key clients, and industry partners, frequently engaging with executive stakeholders both internally and externally to drive strategic outcomes and strengthen relationships

Minimum Qualifications (knowledge, skills, and abilities):

• Bachelor's degree in business administration, IT, or related field; or equivalent years of relevant experience.
• Minimum 5 years of progressive leadership experience in Customer Success, Technical Account Management, Service Delivery, Implementation, or Operations roles, delivering technology solutions to enterprise customers in complex, multi-client environments.
• Hands-on hospitality experience is required, ideally through leading or supporting technology implementations, project management, or service delivery initiatives for hotel groups, chains, or multi-property environments (e.g., PMS, POS, CRS, RMS).
• Proven track record of driving customer retention and revenue growth.
• Strong business acumen with the ability to link customer success strategies to revenue impact using KPI's, analytics, and tools.
• Strong negotiation and executive presentation skills, with the ability to influence senior stakeholders.
• Strong emotional intelligence with the ability to build trust, foster collaboration, and gain alignment across diverse stakeholders.
• Demonstrated success in building executive relationships with global enterprise clients.
• Bilingual in English and Spanish, with excellent written and verbal communication skills, and the ability to engage effectively with both internal and external stakeholders.
  
  

Preferred Qualifications/Nice to Have:

• MBA
• Strong understanding of customer engagement models, revenue management, or distribution systems

Travel Requirements:

• Ability to travel up to 30%, both domestically and internationally.
• Must hold or be able to obtain a valid passport.