Growth and Customer Success Lead

About the company

Autumn makes best-in-class digital marketing accessible to independent hotels, B&Bs, resorts, and more. We are passionate about supporting this underserved segment of hoteliers so these types of unique properties will continue to exist for generations to come.

We are founded by repeat entrepreneurs who have spent the last half decade in hotels and backed by Tier 1 venture capital firms, having raised the largest seed round in hotel tech history.

We’re a team of eight based in New York City and we work in-person out a beautiful waterfront office in Williamsburg. We're currently in stealth but will share more with you live!

About the Role

We're looking for a warm, sharp, hospitality-savvy operator to become a front-facing representative of Autumn across sales and customer success.

You'll own customer relationships end to end — building trust quickly with hotel owners and operators, running sales calls, supporting customers after they go live, and over time helping shape our growth engine. This is a hands-on role for someone who loves being close to customers and isn't afraid to execute.

Who You Are

Our customers are independent hotel owners and operators who value relationships, warmth, and credibility. They don't want to feel pushed through a generic SaaS process — they want to talk to someone who understands their business and who they are as people. The single most important thing in this role is that customers trust you, and trust you fast.

You are:

• Exceptionally warm, personable, and quick to build rapport
• Patient and comfortable with longer, less linear conversations
• Polished and credible on video calls — eloquent without sounding corporate or stiff
• Casual and approachable while still inspiring confidence
• Comfortable speaking with owners who are relationship-driven and may not be deeply technical

Beyond being personable, you're highly intelligent and deeply reliable:

• A strong first-principles thinker with high judgment
• Extremely detail-oriented and dependable
• Comfortable operating in ambiguity and able to learn quickly
• Motivated to understand the "why" behind our sales and success motion, not just follow scripts
• Analytical enough to eventually help own and improve our outbound engine

What You'll Do

We’re still a young company, so the exact scope will evolve over time as we mature and grow.

Sales. Take a meaningful share of Autumn's sales calls with prospective customers. Build rapport quickly, understand customer pain points, explain our products clearly and credibly, follow up thoughtfully, and help move customers toward close.

Customer Success. Become a trusted, proactive point of contact for customers. Check in on account performance, help customers understand the value Autumn is delivering, surface opportunities and churn risks early, support setup and go-live, and make customers feel cared for, informed, and supported.

Growth Engine. Over time, take ownership of our growth engine. Manage and improve workflows and messaging, review lead quality, coordinate follow-up, learn from sales conversations to sharpen campaigns, and help refine our ICP and targeting from first principles.

Ideal Background

We have a strong preference for candidates with one or more of the following:

• Direct experience working in hotels, ideally independent hotels
• Familiarity with hotel operations, revenue management, digital marketing, distribution, OTAs, booking engines, or direct booking strategy
• Experience selling into hotels or hospitality businesses
• Experience at a hotel tech company (e.g., Lighthouse, TakeUp, Sojern, Cloudbeds, RoomPriceGenie, SiteMinder, or similar)
• Strong digital marketing experience (SEM, SEO, website) — a major plus, and we'd consider a standout marketer even with lighter hospitality experience

What This Role is Not

This isn't a role for someone who is too junior in presence, overly scripted or transactional, stiff or formal, uncomfortable with small talk, or lacking the context to build credibility with hotel owners quickly.

Compensation and Structure

We'd prefer to start as a contractor, with the potential to convert into a long-term full-time role for the right person. Compensation is competitive and commensurate with experience.

*Autumn is a growth partner for independent hotels. If you love hospitality, building relationships, and rolling up your sleeves, we'd love to hear from you. We raised the biggest round in hotel tech history from A-tier investors and have a quickly growing base of happy customers!*