Customer Success Manager

Description

Customer Success Manager

Agilysys (NASDAQ: AGYS) is a SaaS technology leader transforming the hospitality industry. Our cloud-based platform powers leading hotels, resorts, casinos, and restaurants — helping them deliver seamless operations and unforgettable guest experiences. We’re a team of innovators and problem-solvers bringing the art of hospitality into the digital age through technology that connects people, simplifies complexity, and drives smarter decisions. Headquartered in Alpharetta, GA, with offices across North America, APAC and EMEA, we’re shaping the future of hospitality tech. For more information, visit www.agilysys.com

Position Overview

We are seeking a proactive and strategic Customer Success Manager (CSM) to support and grow our customer relationships across the North America, Europe and Middle East regions. As a key liaison between our customers and internal teams, you will ensure customers derive maximum value from our solutions, drive product adoption, champion voice of customer, and identify opportunities for expansion. You will play a critical role in delivering an exceptional customer experience and fostering long-term partnerships.

How You’ll Make an Impact:

Product Adoption & Retention:

• Develop and maintain strong relationships with assigned customers, business users and key influencers to ensure the highest level of customer satisfaction, product adoption and account reference-ability.
• Collaborate with the onboarding team to ensure a successful and seamless transition of new customers post-go live.
• Collaborate with the sales team to help identify and drive upsells opportunities for new products, licenses and partner integrations.
• Operate with a zero-churn mindset by proactively soliciting and monitoring customer satisfaction, product usage and adoption to mitigate potential churn risk at all times.
• Proactively follow-up on customer feedback and CSATs by ensuring all internal stakeholders are aware and appropriate remediations are put in place when required.
• Partner with the sales team on market opportunities by providing insight on account health, satisfaction, usage and adoption.
• Partner with the finance team on customer billing and assist with any collection issues to avoid account deactivations.
  
  

• Ensure any unique feature requests and/or custom delivery projects and commitments are appropriately identified, understood and carried through with the internal stakeholders needed to deliver on time and with the desired results.
• Support internal stakeholders with customer communication, product updates, scheduling meetings, documenting business requirements, feature requests and satisfaction surveys.
• Update and keep current all relevant customer contact information, meeting notes, emails and communications in Salesforce.
• Assist in any other tasks and projects as assigned.
  
  

• Customer Relationship Management: Build and maintain strong, long-lasting relationships with customers across multiple countries in North America, Europe and the Middle East.
• Retention & Renewals: Monitor customer health metrics and engagement levels to drive satisfaction, reduce churn, and support contract renewals process.
• Upsell & Expansion: Identify growth opportunities within existing accounts and partner with sales to drive upsell initiatives.
• Voice of the Customer: Serve as the voice of customers by providing feedback to product, marketing, and support teams, helping influence product roadmap and strategy for the region.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to align customer goals and deliver a cohesive experience.
  
  

• 5+ years of experience in managing customer relationships preferably in B2B software / SaaS
• Must have knowledge and direct experience within luxury hotel, spa or wellness business in an operations/customer facing role
• Experience using Book4time, Agilysys Spa, Agilysys Golf, and/or Agilysys Membership is preferred
• Ability to support luxury hotel chains with standardized processes across accounts
• Self-motivated, proactive, and able to thrive in a fast-paced environment
• Excellent verbal and written communication skills – ability to articulate complex topics, issues and resolutions both orally and in writing
• Must have strong business acumen, problem solving, multi-tasking and analytical skills
• Flexibility in working outside normal business hours (where required) to meet with customers.
• Excellent presentation skills, both online and in person
• Proficiency across multiple platforms including Salesforce, Zendesk, Pendo, MS Office Suite would be considered an asset.