[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Milestone Inc. is seeking a Senior Customer Success Manager to manage strategic hospitality accounts and help customers maximize the value of its digital marketing and AI-powered platform solutions. The role focuses on customer adoption, retention, account growth, executive relationships, and measurable business outcomes through strategic guidance and cross-functional collaboration.

Responsibilities

• Manage a portfolio of strategic hospitality customers and develop long-term success plans
• Partner with customers to define business goals, KPIs, and digital marketing objectives
• Conduct regular business reviews to measure progress, identify opportunities, and recommend strategic improvements
• Drive customer adoption and maximize the business value of Milestone's platform and services
• Build trusted relationships with executive sponsors, decision-makers, and operational teams
• Act as the primary customer advocate by coordinating with internal teams to resolve issues and deliver successful outcomes
• Maintain strong customer engagement throughout the entire customer lifecycle
• Advise customers on omnichannel marketing strategies, including SEO, GEO, SEM, website optimization, paid media, and digital experience
• Present performance insights and strategic recommendations to executive and business stakeholders
• Educate customers on new platform capabilities and best practices that improve digital performance
• Drive contract renewals and support account expansion through upsell and cross-sell opportunities
• Partner with Sales and Product teams to identify additional customer needs and growth opportunities
• Gather customer feedback and share insights to influence product improvements and service enhancements
• Work closely with Product, Marketing, Professional Services, and Customer Success teams to deliver a seamless customer experience
• Ensure alignment between customer goals and internal execution
• Contribute to continuous improvement initiatives that enhance customer success processes and operational excellence

Skills

• Bachelor's degree in Business, Marketing, Communications, or a related field
• 5+ years of experience in Customer Success, Account Management, or Strategic Consulting
• Experience supporting enterprise customers within the hospitality industry
• Strong knowledge of omnichannel marketing, SEO, SEM, GEO, website optimization, paid media, and digital marketing strategies
• Proven success driving customer retention, renewals, account growth, and executive business reviews
• Excellent presentation, communication, and stakeholder management skills
• Strong analytical, organizational, and project management abilities
• Ability to manage multiple strategic accounts in a fast-paced environment
• Experience in hospitality, eCommerce, revenue management, or digital marketing
• Background in AI-powered digital platforms or enterprise SaaS solutions
• Experience presenting business insights to executive leadership
• Familiarity with customer success methodologies and account planning frameworks

Benefits

• Performance-based incentives.
• Comprehensive benefits package.
• Fully remote work environment.
• Opportunity to work with leading hospitality brands and enterprise customers.
• Career growth and professional development opportunities.
• Collaborative, innovative, and customer-focused culture.
• Exposure to cutting-edge AI-powered digital experience technology.

Company Overview

Company H1B Sponsorship