Customer Success Manager

Our reputation as the world’s expert on hospitality sales enablement is based on our years of research, product innovation and a track record of consistently delivering exceptionally high return on investment to our customers. We have ambitious goals and are expanding our remote team with an eye towards new sales enablement products and technologies for our customers. We are looking for more team members who care passionately about doing a thing right and then seeing how to make it even better. 

This role is hybrid. Some time will be spent working out of our New York City office. 

What you can expect as a Customer Success Manager at Visiting Media:

In this role you will work as the main point of contact for all of Visiting Media’s customers. You will be key in ensuring customer satisfaction by driving product adoption, providing a best in class onboarding experience for new customers, conducting comprehensive training and consultations, and leading proactive outreach to ensure all customer goals are being met. We anticipate some of your overall responsibilities to be: 

• Onboarding and Product Adoption
  • Lead customers through the onboarding process, ensuring a smooth transition and early success with our software. Provide support to encourage quick and effective product adoption.
• Customer Training & Enablement
  • Develop and deliver comprehensive training sessions for customers to maximize the value of our products. Tailor training content to suit individual customer needs and ensure their teams are equipped to succeed through asynchronous training offerings and customized consults. Focus on use cases.  Training will be consultative in nature.
• Customer Support and Issue Resolution
  • Act as the primary point of contact for customer inquiries and issues, offering prompt, effective solutions. Collaborate with technical teams to resolve any challenges
• Distribution Assurance + Additional Sites
  • Oversee the distribution process for new customers and additional sites to maximize the adoption and use of our products. Collaborate with technical teams to address any distribution challenges and provide ongoing support.
• Ongoing Proactive Customer Engagement
  • Establish and nurture relationships with at least two key contacts within each customer organization, ensuring effective communication and alignment. Maintain effective notes and updates in CRM to track these contact points.
• Regular Virtual Business Reviews
  • Conduct regular business reviews (quarterly or annual, as appropriate) to assess customer progress, gather feedback, and ensure alignment with customer goals. Provide actionable recommendations for maximizing the use of our products.
• Customer Health Monitoring
  • Proactively monitor customer usage and satisfaction, using data to identify further training or support opportunities. Address any signs of dissatisfaction early and work to ensure a positive customer experience to maximize customer retention
• Feedback Collection & Process Improvement
  • Gather customer feedback during business reviews and training sessions. Collaborate with internal teams to improve processes and products based on customer insights.

What previous experience will likely set you for success:

• Experience or background knowledge of the hospitality industry
• Proven experience in customer success, client services, or similar roles.
• Excellent interpersonal and communication skills.
• Ability to manage multiple customers and projects simultaneously.
• Proficiency with Salesforce and Google Suite.
• Experience with technology products or services is a plus

What else you need to know:

We know a diverse and inclusive team makes our workplace better. So if you're excited about this role but your previous experience doesn't align perfectly with every qualification in the job description and qualifications we encourage you to apply anyway. You may be just the right candidate for this or other roles.

This position is eligible for company sponsored benefits, including medical, dental and vision insurance, 401(k), paid leave, and a variety of other perks. As a remote company we’ll help ensure you have the tools needed to work from wherever you are. Our best estimate of the compensation range for this opportunity is $60,000 - $70,000 with a 10% commission opportunity annually (OTE $66,000-$77,000) depending on the experience you bring. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

Visiting Media is an Equal Opportunity Employer. Employment decisions are made without regard to age, race, color, national origin, ancestry, citizenship, religion, creed, disability, veteran status, sex, sexual orientation, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law.