Customer Success Relation Specialist

Job Summary 

The Customer Success team is an integral part of Logiles ability to ensure customers find the most value in their implementation and have continuous support in achieving their business goals. 

As a Customer Success Representative, you will support a portfolio of customers under the guidance of senior CSM and Account Management colleagues, helping them realize value from their Logile implementation. This is a strong-fit role for candidates coming from a hotel or hospitality management background — front office, guest services, hotel operations, or reservations — who understand shift-based staffing, guest-experience standards, and service-delivery pressures, and who are looking to transition that operational expertise into a software customer success career. 

You will assist in building relationships with customer stakeholders, tracking account health, and coordinating day-to-day success activities, while developing the skills needed to grow into a senior Customer Success Manager over time. 

The Customer Success Representative will shadow and support assigned projects starting at project readiness, helping capture each customers goals, and will progressively take on more direct stakeholder ownership as experience builds. You will act as a growing point of contact for the customers team, supported closely by a senior CSM or manager. 

Additionally, the Customer Success Representative will help represent the customers needs internally — supporting touch-base calls, assisting with QBR preparation, logging and tracking escalations, and relaying customer feedback to internal teams. 

Description of the Work 

The Customer Success Representative supports multiple customer accounts and works closely with senior CSMs to help ensure customers long-term success from the start of their partnership with Logile. Primary responsibilities are broken into 5 key areas: 

1. Customer Relationship & Strategic Partnership (Supporting Role) 

• Help build strong, trust-based relationships with customer stakeholders, drawing on hospitality-honed skills in guest/customer rapport and service recovery. 
• Support senior CSMs in preparing for and following up on Quarterly and Executive Business Reviews (QBRs and EBRs). 

• Attend and help coordinate regular check-in calls with customer representatives. 

2. Value Realization & Success Strategy 

• Assist in developing customer Success Plans, tracking goals, KPIs, and milestones alongside a senior CSM. 

• Monitor product adoption, usage trends, and health scores, flagging risks for manager review. 

• Support adoption efforts by coordinating training sessions and sharing enablement resources with customers. 

3. Account & Renewal Coordination 

• Track upcoming renewals and key contractual usage metrics for assigned accounts. 

• Support execution of simple, low-complexity renewals under senior CSM guidance. 

• Assist Account Managers with data and coordination for strategic renewals and expansion opportunities. 

• Maintain accurate records within the Logile Customer Success platform. 

4. Cross-Functional Collaboration & Continuous Improvement 

• Coordinate with Product, Support, Sales, and Implementation teams to help ensure consistent customer experience. 

• Contribute to onboarding guides and success playbooks, bringing a service-standards perspective from hospitality operations. 

• Log customer feedback and usage observations for review by the Product team. 
• Support ticket escalation tracking and follow-up communication with customers. 

5. Internal Enablement & Team Contribution 

• Actively participate in coaching and mentorship from senior Customer Success team members. 

• Contribute ideas for improving customer success processes and tools. 

• Participate in team initiatives aimed at improving customer satisfaction, loyalty, and Net Promoter Score (NPS). 

Success Metrics 

The success of the Customer Success Representative will be evaluated based on the following metrics: 

• Customer Retention Support: Contribute to renewals by supporting consistent value delivery and positive customer relationships. 

• Customer Health Score: Help monitor customer engagement and satisfaction using established health scoring frameworks. 

• Customer Satisfaction (CSAT): Support high CSAT scores across onboarding, support, and ongoing interactions. 

• Net Promoter Score (NPS): Support initiatives that enhance customer advocacy and referral opportunities. 

Job Requirements 

• 1-3 years of experience in hotel or hospitality management, guest services, front office operations, reservations, or a related customer-facing hospitality role; prior exposure to customer success, account management, or client-facing software roles is a plus but not required. 

• Comfortable communicating with customer stakeholders and internal teams in a professional, service-oriented manner. 

• Familiarity with shift-based staffing, scheduling pressures, or service-level standards from a hotel/hospitality environment, with willingness to learn Workforce Management software concepts. 

• Interest in transitioning hospitality operations experience into a technology/software customer success career. 

• Ability to work effectively as part of cross-functional teams supporting software implementations. 

• Good organizational, written, and verbal communication skills. 

• Strong problem-solving mindset with willingness to escalate and ask questions appropriately. 

• BS/BA diploma in Hospitality Management, Hotel Management, Business Administration, or similar. 

• Working proficiency in MS Office Suite (including Excel, PowerPoint), or other reporting tools. 

Job Location & Schedule

• This job is an onsite job at Logile Bhubaneswar Office. 

• It is expected that the selected candidate will be available to work flexible hours. 

Compensation and Benefits 

• The compensation and benefits associated with this role is benchmarked against the best in industry and job location, adjusted for the junior level of this position. 

• Standard shift: 1 PM – 10 PM (shift allowance applicable for non-standard shifts and as per role). 

• Shifts starting after 4 PM: Eligible for food allowance/subsidized meals and cab drop. 

• Shifts starting after 8 PM: Eligible for cab pickup as well