Customer Success Manager

Aspire Software

. Run end-to-end onboarding for new hotel partners, including setting expectations, training hotel staff, and ensuring full system adoption after launch .

Posted 10/17/2026full-timeRemote • AustraliaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management within the hospitality technology sector, with a strong focus on onboarding, relationship building, and problem-solving. Proficient in utilizing AI tools and property management systems to enhance hotel operations and customer satisfaction.

Highest-signal resume keywords

Customer Success ManagementOnboarding ExperienceProperty Management SystemsStrong Communication SkillsRelationship Building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementOnboardingData AnalysisProblem SolvingReservations Management

Soft Skills

EmpathyOrganizationIndependenceAdaptabilityCommunication

Tools & Technologies

AI ToolsBooking EnginesChannel ManagersTelephony Products

Industry Keywords

Hospitality TechnologyHotel OperationsCustomer FeedbackMulti-Property ManagementAustralian Hotel Market

About the role

Key responsibilities & impact

Run end-to-end onboarding for new hotel partners, including setting expectations, training hotel staff, and ensuring full system adoption after launch
Coordinate with integration and support teams to connect Sadie to hotel systems and keep hotels informed
Decide when hotels are ready to go live and raise problems early
Serve as the main contact for hotel operators and managers after go-live
Build working relationships with hotel partners
Monitor account health, call handling, bookings, and staff usage; proactively address issues
Gather, track, and analyze hotel feedback and identify patterns
Present evidence-based product issues to Product and Engineering
Help prioritize product improvements based on hotel and guest experiences
Ensure hotels understand and use relevant Sadie features
Identify upsell opportunities, new integrations, expansions, and referrals within multi-location groups
Work with Sales when accounts are ready to grow
Document and improve customer success playbooks, onboarding steps, health checks, and escalation paths
Improve cross-functional handoffs and develop initiatives and support programs to improve retention and satisfaction

Requirements

What you’ll need

At least 2 years of experience in customer success, account management, or a hospitality technology role
Experience working the front desk of a hotel, or managing one
Strong organization and ability to run several onboardings alongside a full account list
Empathy for hotel operators and understanding of hotel manager pressures
Strong written and verbal communication, including training non-technical staff and explaining delays plainly
Ability to build relationships, solve problems, and see each problem through to the fix
Comfort managing competing priorities
Ability to work independently and make account decisions without waiting to be told
Daily use of AI tools and ability to check their output
Useful: experience onboarding or implementing software for hotels or restaurants
Useful: experience with property management systems, channel managers, or booking engines
Useful: managing accounts within multi-property hotel groups
Useful: being an early customer success hire and building processes from scratch
Useful: working with voice, telephony, or AI products
Useful: reservations or revenue management experience
Useful: knowledge of the Australian hotel market