Regional Market Manager, Customer Success(West)
ABOUT US
Butler Hospitality is on a mission to build the travel platform of the future by maximizing existing infrastructure and powering connections through data and experience – that process begins by supporting our hotel partners and their teams. We are currently serving over 50,000 keys (hotel rooms) in New York City, Miami, Chicago, San Francisco, Washington, D.C. and Denver; we are on track to serve an additional 200,000 keys across 12 markets by 2023. That is to say: major growth mode.
ABOUT THE ROLE
Reporting to: Director of Customer Success
Butler Hospitality is looking for a Regional Market Manager to lead a team of Customer Success Managers across our San Francisco, Los Angeles, and Denver markets. In this role, you will be responsible for hiring, training, managing, and developing members of the Customer Success team. You will also act as conduit between our CSMs and the Butler Senior Leadership team to manage escalations, standardize best practices and execute on strategic initiatives aimed at maximizing overall lifetime value of and for our customers. What’s especially exciting about joining a company in ‘growth mode’ is that you have the opportunity to build new processes and to help our business and customers excel in unforeseen ways. We are looking for someone who exhibits a customer-first approach and who is passionate about hospitality and our partner and guest experiences.
WHAT YOU’LL DO
- Manage, mentor, and grow a team of high-performing Customer Success Managers across the Western United States region
- Develop SOPs, best practices, and creative programming to promote hotel partner value and ensure customer retention across multiple markets
- Harness the power of data to measure business results and drive team outcomes around customer and consumer growth opportunities
- Maintain responsibility for team resource planning and performance measurement
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Improve market intelligence including industry, category, and competitive analysis
- Participate in regular team meetings where you will be called to present your team’s metrics, insights, analysis and progress
- Work closely with Director of Customer Success and Butler leadership team to iterate on customer health scores, create prescriptive action plans driven by data insights, and develop a proactive customer journey strategy
- Implement, and be part of the iteration of, a best-in-class customer experience that will be a key driver and competitive advantage to Butler’s growth and success
- Advocate a company-wide culture of Customer Success, defining customer success priorities and demonstrating the correlation to (successful) company performance
- Act as a team player by fostering strong collaboration within the team and cross-functionally with other company stakeholders
ABOUT YOU
You are agile, motivating, customer and team-obsessed, and possess natural coaching capabilities. You share our love of the hospitality and travel industry, and our hunger to improve it through technological and operational innovation. As a Regional Market Manager, you understand the importance of communicating information with confidence, clarity, and executing on follow through. You are data-driven, results-oriented and are motivated by responsibility and accountability to self and team. You’re a self-starter and you operate with a growth mindset – that is: open-mindedness, readiness and dedication to your team’s KPIs as well as the collective goal. You are passionate about transforming the traditional Account Management role from a supportive, reactive function to an innovative, strategic one - in line with the vision our Customer Success team.
QUALIFICATIONS
- 2+ years people management and talent development experience; possesses a high level of accountability and demonstrated performance-focused leadership skills
- Prior experience in a senior-level Customer Success, Account Management, or Sales Operations / Strategy role
- Proven results growing and scaling organizations at a hyper-growth company
- Experience in F&B or Hospitality a BIG PLUS!
- A strong understanding of the Customer Success function, specific to how it is integral in driving value to partners and revenue growth the business
- Excellent communication and relationship building skills, with experience partnering deeply with customers AND other key internal leaders
- Experience leveraging data (via automation, technology, and manual analysis) to translate opportunity to a team and to optimize and improve their success/performance
- Ability to identify opportunities, glean actionable insights, and manage the execution across a team
- Data-driven and customer-first decision-making mindset, knowing how to supplement data with the qualitative knowledge of the customer’s needs
- Strong ability to communicate strategic objectives and action plans to teams
- Experience with Salesforce is required; experience with Tableau preferred
COMPENSATION & PERKS
- Competitive Salary + Performance Bonus + equity/options participation
- Flexible time-off policy + flexible working hours (Unlimited PTO Plan)
- Competitive medical, dental, and vision benefits
- 401K + company match
- Ancillary benefits: Commuter, Gym membership + hotel discounts
- Laptop, dedicated work phone, & personal tech budget