Customer Success Manager, North America

About the Company

We pride ourselves on our customers' success! We will not be successful unless our customers are receiving massive value from our service and this is why we insist that our team is made up of revenue management experts from the most respected hospitality icons around the world. From onboarding to ongoing support, we're there to maximize the capability of our solution to execute our customers' revenue strategies.

Role Summary / Purpose

Responsible for managing the interaction between all stakeholder groups, Customer Success expectations and project success criteria. A creative problem solver. As a trusted advisor, you will use your expertise to assist our clients daily in maximizing all that Duetto products have to offer. Responsible for understanding customer requirements, managing implementation, and driving adoption by providing recommendations that align with specific business needs. The position requires a confident, goal-focused business manager who is a team player.

This individual will work closely with hotels, chains, and partners across North America to strengthen relationships, improve product utilization, and identify opportunities for growth and retention.

Key Responsibilities

Customer Success & Relationship Management

• Build and maintain strong relationships with hotel clients across North America.
• Act as the primary point of contact for assigned accounts, driving revenue expansion, renewals and minimizing churn.
• Ensure customers achieve measurable ROI through product adoption and optimization.
• Success metrics: Maintain 95% gross retention, achieve 110% net retention (NRR), and keep churn below 5%.
  
  

Product Expertise & Advisory

• Develop deep business and technical knowledge of Duetto's pricing and revenue optimization solutions.
• Analyze data and market trends, providing clients with recommendations that align with their revenue strategy.
• Advise on KPIs such as RevPAR, ADR, RGI, ARI, MPI, and support hotels in improving revenue performance.
  
  

Onboarding, Training & Support

• Manage all post-sales activities for assigned accounts, including onboarding, personalized training, and escalations.
• Conduct remote and onsite meetings to drive adoption and maximize client value.
• Resolve business issues related to system configuration, monitoring, and best practices.
  
  

Cross-Functional Collaboration

• Partner with Sales and Marketing to support growth through account insights, training, and market expertise.
• Serve as the voice of the customer, sharing feedback with internal teams to improve product and service.
• Keep customer information up to date in Salesforce and run reporting/analytics in Tableau.
  
  

Team & Culture

• Contribute to a positive, productive environment within the Customer Success team.
• Support knowledge sharing and collaboration across departments.
  
  

What you will do

• Has deep business and technical knowledge of Duetto's pricing and revenue optimization solutions and additional products
• Serves as the voice of the customer while conducting remote / onsite meetings
• Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations)
• Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs
• Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products.
• Conducts analyzes to understand how our products can address issues
• Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring)
• Interact and provide support within assigned team and other departments
• Creates a positive and productive environment within the department
• Update CS related info and customer information in Salesforce
• Run customer reports in Tableau
• Perform other related duties as needed to support team and company priorities
  
  

Qualifications

Required:

• 3 years' experience in Hospitality Revenue Management.
• Proven track record in a customer-facing role (Customer Success, Account Management, or Consulting), ideally in hospitality technology or SaaS.
• Strong understanding of hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and RMS systems.
• Proficiency in Duetto solutions (preferred) or comparable revenue management tools.
• Strong relationship-building, analytical, and communication skills.
• Ability to travel regionally within North America (25–40%).
  
  

Preffered:

• Prior SaaS platform experience in hospitality technology.
• Knowledge of North America hospitality market dynamics and distribution landscape.
• Familiarity with CRM tools (Salesforce, Oracle, etc.).
  
  

About Duetto:

Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more informat