The Customer Success Manager (CSM) is responsible for ensuring the operational and service success of our key accounts across the Asia Pacific and the Middle East region. Acting as the main operational liaison for hotel groups, this role supports customers with day-to-day platform usage, issue resolution, and ongoing optimization of Reviewpro Reputation tools.
The position ensures a high standard of service delivery, drives product adoption, and strengthens long-term client retention through proactive engagement and collaboration with internal teams such as Sales, Key Account Management, Product, Technical Support, Finance, and Sales Operations.
What You Will Do
- Serve as the main operational contact for assigned hotel groups and key accounts across APAC and/ or ME.
- Manage day-to-day customer inquiries, troubleshoot issues, and coordinate resolutions with internal support teams.
- Deliver product training sessions and guide clients on best practices to optimize usage of Reviewpro Reputation features.
- Monitor client engagement and product usage to identify opportunities for improved adoption and satisfaction.
- Conduct regular check-ins and business reviews to assess account health and ensure clients achieve their goals.
- Collaborate cross-functionally with Sales, Key Account Management, Technical Support, Finance, and Sales Operations to maintain service excellence.
- Identify and communicate potential upsell opportunities in collaboration with Account Managers.
- Gather and document success stories, testimonials, and measurable outcomes from clients to showcase platform impact.
- Contribute to process improvement initiatives that enhance customer experience and operational efficiency.