Customer Success Manager, Hotels

About Sadie

Sadie is a 24/7 AI-powered voice assistant specifically designed for the hospitality sector. Functioning as an always-available extension of hotel and restaurant teams, Sadie instantly answers guest calls, provides property details, real-time availability, rates, and effortlessly manages reservations. Sadie is headquartered in Montreal under Valsoft ownership, aiming to revolutionize hospitality guest interactions by making them seamless, personalized, and revenue-focused.

Sadie's hotel division uses AI voice technology to transform hotel-guest communication. The platform handles inbound calls around the clock, manages bookings, identifies upsell chances, and integrates with major hotel systems worldwide.

Role Overview

As the Customer Success Manager for New Zealand, you will be Sadie's primary representative to hotel partners, tasked with onboarding, supporting, and nurturing client relationships. This role combines hands-on implementation, daily relationship oversight, and process enhancement. Close collaboration with Product, Partnerships, Engineering, and Sales teams ensures smooth experiences and sustained customer satisfaction.

Key Responsibilities

• Lead complete onboarding processes for new hotel clients.
• Set clear expectations, provide essential training, and drive full adoption of Sadie's system.
• Coordinate with integration and support teams to facilitate swift and smooth go-live events.
• Serve as primary contact after onboarding to establish trust and maintain robust relationships with hotel operators and managers.
• Monitor client health and proactively resolve issues before escalation.
• Gather, track, and analyze customer feedback to detect trends and pain points.
• Advocate customers’ needs internally and work with Product and Engineering teams to prioritize feature enhancements.
• Develop and document scalable customer success playbooks.
• Coordinate cross-functionally to align Sales, Product, Support, and Marketing efforts.
• Drive initiatives and support programs to boost customer retention and satisfaction.
• Ensure customers utilize the full capabilities of Sadie’s platform.
• Identify opportunities for upselling and beneficial integrations.
• Support growth and referrals within multi-location hotel groups.

Candidate Requirements

• A minimum of 3 years’ experience in customer success, account management, or hospitality technology roles.
• Prior background as a front desk hotel staff member or manager.
• Highly organized, empathetic, and passionately customer-focused.
• Enjoys building strong relationships and resolving challenges efficiently.
• Excellent verbal and written communication skills.
• Ability to thrive in a dynamic environment with multiple competing priorities.