Customer Success Relation Specialist

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.