Customer Success Manager

hace 4 días

Cancún, Quintana Roo, México RYLY AI A tiempo completo

Customer Success Manager (AI & Hospitality) - Spanish & English Speaking

Location:

Mexico
Type:

Full-Time 

About

At , we are revolutionizing the guest experience by empowering hotels with intelligent automation. Our platform handles guest inquiries instantly, 24/7. We are looking for a hands-on Customer Success Manager who understands that an AI is only as smart as the context it is given. You will be the bridge between our hotel partners and the intelligence of our platform.

The Role

We are not looking for a passive account manager. We need a
proactive problem solver

who is interested in where AI meets hospitality. As our Customer Success Manager, your primary goal is to ensure our hotel clients are maximizing the platform's potential. You will be responsible for the "brain" of the AI monitoring live conversations, identifying knowledge gaps, curating content, and ensuring the AI speaks with the hotel's unique voice. Simultaneously, you will architect our onboarding process, turning our past successes into a scalable framework for future clients.

This role is multi-lingual and requires Spanish and English proficiency. 

Key Responsibilities

1. AI Monitoring & Context Management (The "Hands-On" Work)

  • Conversation Audits:

deeply review chat history and conversation logs to understand how guests are interacting with the AI and identify where the AI struggled to answer.
- Gap Analysis:

Pinpoint specific "knowledge gaps" (e.g., the AI didn't know the pool hours changed).
- Content Curation:

Write clear, concise, and brand-appropriate context/responses to fill those gaps. You will be "teaching" the AI how to respond.
- Testing & QA:

After updating the context engine, rigorously test the results to ensure the fix works before it goes live to guests.

2. Client Partnership & Feedback Loop

  • Proactive Information Gathering:

Reach out to hotel staff to gather missing information identified during your audits (e.g.,
"The AI was asked about gluten-free options and didn't know—can you send me your current menu?"

).
- Performance Reviews:

Meet with clients to show them the value is driving and gather qualitative feedback on their experience.
- Adoption:

Ensure the hotel staff knows how to use the dashboard and trusts the AI to handle their guests.

3. Onboarding & Process Strategy

  • New Client Launch:

Lead the implementation for new hotel customers, ensuring their specific property details are correctly loaded into the system from Day 1.
- Playbook Creation:

Analyze our historical onboarding data to build a standardized, repeatable "Ryly Onboarding Framework." You will document processes to make future setups faster and more efficient.

Qualifications

  • 2+ years of experience in Customer Success, Account Management, or Product Operations.
  • Experience in the Hospitality/Hotel industry is highly preferred.

(Understanding hotel terminology and guest expectations is a major asset).
- Experience with AI, chatbots, or knowledge base management is a plus.
- Excellent written communication skills with an eye for grammar and tone.

Why Join

  • Impact:

You aren't just managing accounts; you are directly influencing the quality of our product.
- Growth:

Opportunity to define the Customer Success department and build the playbook from the ground up.

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