Technical Customer Success Manager

-ASG-•Denver, CO

9d•$110,000 - $120,000•Hybrid

About The Position

As a Technical CSM for Hotel Effectiveness, you will play a pivotal role in making our hospitality customers successful leveraging our labor management solution. You will serve as the "voice of the customer" for Hotel Effectiveness at Actabl, focusing on driving product value through deep needs analysis, leading technical discussions, building optimization plans, and delivering specialized training. Your expertise will contribute to optimizing labor efficiency and fostering strong, long-term customer relationships.

Requirements

Bachelor's degree in Business Administration, Hospitality, or a related field; or a commensurate combination of education and experience.
3 years minimum of experience in Customer Success, Account Management, Consulting, or Hotel Operations.
Proven experience in strategic planning, solution development, or consulting, ideally within the hospitality industry.
Demonstrated expertise in labor planning and standards, ideally within the hospitality industry.
Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans.
Excellent organizational, presentation, and verbal/written communication skills.
Proficiency in G-Suite (Google Drive, Gmail).
Familiarity with CRM and data analytics tools.
Willing to travel based on customer and business needs.

Nice To Haves

Experience in Pendo, ChurnZero, and ZenDesk preferred.

Responsibilities

Gather data-driven 'voice of the customer' and share it with cross-functional partners including Product, Onboarding, and Sales.
Develop a deep understanding of prospective and existing customers' operational challenges to identify pain points and opportunities where our labor management solution can drive adoption, engagement, and ultimately reduce churn.
Based on customer feedback and your expertise, provide input on our Hotel Effectiveness Product Roadmap owned by the Product team.
Develop persuasive narratives and ROI models to demonstrate how Hotel Effectiveness addresses specific business needs and delivers tangible financial value.
Facilitate deep-dive technical conversations with customers regarding use cases for new feature requests and enhancements.
Analyze Pendo product data (PES, NPS) to determine trends and power Customer Success campaign strategies.
Coordinate go-to-market planning to get new features to existing customers with Product, Learning & Development (L&D), and Revenue teams.
Partner with L&D to facilitate internal training on new product releases and oversee product-specific training for new hires.
Partner with L&D to facilitate webinars to drive Hotel Effectiveness adoption and value with our existing customers.
Partner with Marketing on product-specific, customer-facing materials and assist with Strategic Business Reviews to show customers demonstrable product ROI.
Facilitate product-specific retention strategies and develop benchmarks/plays for at-risk customers.
Coordinate the Customer Advisory Board to gather feedback, foster strategic partnerships, and guide innovation.