Note: The job is a remote job and is open to candidates in USA. Duetto is a hospitality technology company providing revenue and profit management solutions for hotels, resorts, and casinos. The Customer Success Manager will own the post-sale journey for a global portfolio of HotStats clients, driving onboarding, adoption, retention, and renewal while helping hoteliers turn benchmarking data into business decisions. The role also involves strategic client engagement, analytics-driven risk and opportunity identification, and cross-functional collaboration.
Responsibilities
- Own the end-to-end post-sales lifecycle for your portfolio: onboarding, adoption, retention, and renewal, with an eye toward driving incremental revenue and beating retention targets
- Be the go-to advisor for your clients on HotStats, solving business and product questions that keep them happy and healthy
- Run strategic check-ins, training sessions, and QBRs, with AI-assisted prep tools in your back pocket, to help clients hit real ROI
- Use AI-assisted analytics to spot churn risk early and surface upsell and cross-sell opportunities before your clients even ask
- Partner closely with Sales, Product, and Support to make sure the client voice shapes what we build and how we support them
- Stay sharp on HotStats, USALI standards, hotel ownership models, and the broader hospitality tech landscape so you're always one step ahead for your clients
Skills
- * 4+ years in a customer-facing role in SaaS, hospitality technology, or data analytics, with direct exposure to hotel operations or benchmarking platforms
- * Strong understanding of hotel performance reporting, including USALI standards, hotel ownership models, and enterprise reporting structures
- * Sharp analytical skills with a track record of turning data into actionable client recommendations
- * Comfort with AI-assisted tools for data analysis, reporting, and client communication, plus a genuine willingness to adopt and iterate on new tooling
- * Location: Remote (US)
- * Work model: Remote
- * Visa sponsorship: Not available for this role
- * Specialized experience within hospitality technology
- * Proficiency with Salesforce and project management tools like Jira or Trello
- * Familiarity with hotel benchmarking platforms or competitive intelligence tools
- * Knowledge of hotel total profitability frameworks, including cost center analysis, GOP optimization, and ownership reporting
- * Experience with AI-powered CS platforms (Gainsight, Salesforce Einstein, Gong) or a strong record of weaving AI into CS workflows
- * Fluent English, bonus points for additional languages
Benefits
- AI tools at your fingertips to work smarter every step of the way
- Remote work in the US
- Be equipped to work at the frontier of AI-augmented workflows
Company Overview