Customer Success Manager - Aven Hospitality

We are seeking a Customer Success Manager to join Aven Hospitality’s Customer Support team, where innovation knows no borders. This team leads with impact—delivering technical expertise and proactive solutions that empower hoteliers to maximize their technology investment and drive guest satisfaction. With an inclusive culture that embraces a flexible work environment, we foster a spirit of collaboration fueled by boldness, curiosity and commitment that empowers us all to win together.

As a Customer Success Manager, you will work with Aven’s customers to achieve their desired commercial outcomes and drive value realization. You will serve as a trusted advisor, guiding decision-making on performance, engagement and revenue retention while partnering with commercial teams to facilitate expansion. This role requires deep hospitality industry knowledge, a proactive approach to problem-solving and the ability to navigate a dynamic global environment to help stand up this essential new function.

Responsibilities

• Execute customer engagement strategies that promote goal attainment and drive long-term value realization across a strategic portfolio.
• Partner with commercial and product teams to identify expansion opportunities and ensure successful revenue retention and contract renewals.
• Serve as the voice of the customer and a strategic liaison across operations, delivery and product teams to remove roadblocks.
• Establish customer performance baselines and develop success plans that align technology solutions with specific business objectives.
• Monitor team performance metrics and provide data-driven insights to increase impact and expand outcomes for the hospitality segment.

Preferred qualifications and education

• Minimum 5 years of experience in customer success, technical consulting, hospitality distribution or revenue management.
• Expertise in hospitality commerce including CRS platforms, guest acquisition strategies and total revenue attainment.
• Proven ability to influence cross-functional stakeholders and build strong relationships within a global matrix organization.
• Strong analytical and critical thinking skills with a focus on anticipating issues and suggesting creative alternatives.
• Excellent communication and business acumen with a demonstrated ability to foster customer success in the enterprise software space.