About the Role
Avero is seeking a proactive and results-driven Customer Success Manager to join our mission-oriented team as a primary strategic partner for our global portfolio of hospitality clients. Created by operators for operators, Avero is the trusted technology partner for the industry, empowering over 40,000 professionals to reclaim their time and transform their businesses through actionable data insights. By getting our partners out of the back office and back into the heart of their operations, we help them focus on what truly matters: their staff, their guests, and their families.
This is a fully remote position specifically for candidates residing in the Las Vegas area, offering the opportunity to join a high-growth SaaS environment while maintaining a presence in one of the world’s most vibrant hospitality hubs. As a Customer Success Manager, you will report to the Global Account Manager and play a pivotal role in evolving our Customer Success function. You will act as the key advocate for your territory, guiding partners through the onboarding journey and ensuring they achieve their desired business outcomes with the Avero platform. This role is heavily relationship-focused, requiring a candidate who is passionate about delivering unsurpassed service and driving long-term value for our partners.
Key ResponsibilitiesIn this role, you will manage an expanding portfolio of accounts, serving as a trusted advisor to key stakeholders at all levels of management. Your primary focus will be to ensure high product adoption and customer satisfaction while identifying strategic opportunities for growth.
- Develop and maintain strong, value-driven relationships with enterprise customers, ensuring their long-term success and retention within the Avero ecosystem.
- Oversee the end-to-end onboarding pipeline, providing proactive guidance and technical support to ensure customers go live on schedule and achieve immediate value.
- Analyze critical customer success metrics, including Net Promoter Scores (NPS), product usage data, and account health scores to identify trends and mitigate churn risks.
- Collaborate closely with Global Account Managers to execute account plans and facilitate targeted customer engagements that align with the account journey.
- Act as a cross-functional liaison between customers and the Product and Technology teams, troubleshooting technical issues and providing feedback to influence the product roadmap.
- Generate cross-sell and up-sell introductions for the sales team by identifying unmet customer needs and introducing new product features to existing clients.
- Advocate for the customer by collecting testimonials and references that showcase the transformative impact of Avero’s technology.
The ideal candidate is a "people person" with high energy and a genuine passion for the hospitality industry. You must be an assertive yet empathetic communicator capable of driving customers toward strategic goals through a combination of persuasion and rapport.
- Possess at least 2 years of experience in a customer-facing role, ideally within a hospitality SaaS environment or a high-growth technology company.
- Strong background in the hospitality sector, with specific knowledge of Hotels, Restaurants, or Casinos highly preferred.
- Exceptional analytical skills with a data-driven approach to solving business problems and identifying operational trends.
- Proven ability to build and manage complex relationships with C-level executives and technology leaders through excellent presentation and listening skills.
- Familiarity with CRM tools like Salesforce and a deep understanding of internal process management to drive projects forward.
- Must be a permanent resident (Green Card holder) or a U.S. Citizen located in the Las Vegas, NV area.
- Ability to work autonomously in a fast-paced, team-centric atmosphere while maintaining exceptional organizational and multitasking skills.
Avero is committed to the well-being and professional growth of our team members. We offer a comprehensive benefits package designed to support your health, your family, and your future.
- Competitive base salary ranging from $68,000 to $74,000, supplemented by performance-based bonus potential.
- Fully remote work environment providing flexibility and autonomy.
- Company equity, ensuring every employee has a meaningful stake in our collective growth and success.
- Comprehensive health, dental, and vision insurance coverage.
- Employer-contributed Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
- 401k plan with a company match to help you plan for retirement.
- Paid parental leave to support our employees' growing families.
- Company-paid life insurance, AD&D, and disability coverage.
- Exclusive ClassPass discounts and wellness incentives to promote a healthy lifestyle.