Customer Support Manager, Hotels

Customer Success Manager, Hotels
Remote (US) | Full-Time | Eastern Time Hours Preferred | Early to Mid-Career

Beacon Talent has been retained by a fast-growing B2B SaaS marketplace company to identify a Customer Success Manager to join their team as their first dedicated hire on the hotel side of the business.

About the Client

Our client is a B2B SaaS marketplace modernizing how group meetings and events get sourced. They connect event and meeting planners with hotels and automate the RFP process, making sourcing faster for planners and demand easier to win for hotels. They've processed 80K+ proposals across 12K+ hotels in 2,000+ markets, and are growing fast heading into their next stage. They're a small, high-ownership team that moves quickly and treats customers like partners.

About the Role

This person will own hotel renewals and retention end to end, serving as the company's first dedicated Customer Success Manager for the hotel side of the customer base. They'll build relationships with hotel partners, prove out the value those partners are getting from the platform, catch risk early, and close renewals on time. This is a high-impact, high-visibility role reporting directly to the CEO as the company builds out the function.

Responsibilities

• Own the hotel renewal pipeline and be accountable for retention
• Run renewal conversations from first notification through close
• Build relationships with hotel partners, including sales, revenue, and GM contacts, and become their trusted point of contact
• Show hotels the ROI they're getting from the platform, backed by real data
• Spot at-risk accounts early and run a save plan before renewal is on the line
• Keep the CRM clean and current so the business always has a clear read on retention health
• Build the renewal playbook as you go — there isn't one yet

Requirements

• 2–3 years in customer success or account management at a SaaS / tech company
• A track record of retaining or growing accounts; you own a number and hit it
• A strong communicator, equally comfortable in value conversations and renewal/pricing conversations
• Organized and data-disciplined; you work from the numbers, not from memory
• Coachable and hungry to grow
• Able to work Eastern Time hours in a remote setup

Nice to Have: exposure to hospitality, hotels, or the meetings & events industry

Benefits & Why Join

• First dedicated hire on the hotel CS side; shape the function instead of inheriting someone else's playbook
• Direct line to the CEO and real influence on the business
• Join ahead of the next growth stage, with room to grow as the team scales
• Remote-first, fast-moving, low-bureaucracy team
• Comprehensive benefits, including 401(k)
• Unlimited PTO
• In-person team meetups a few times a year to build relationships beyond the screen
• Compensation: up to $100K base + OTE with upside delivered through a retention bonus tied to renewals and portfolio health