Customer Success Manager

About The Position

Duve is one of the fastest-growing startups in hospitality tech, transforming how guests experience their stay through our fully personalized Guest Experience Suite. With thousands of customers in over 60 countries, Duve empowers hotels, vacation rentals, and hospitality brands to digitize and personalize every step of the guest journey. With fast-growing global demand and an expanding product suite, Duve is scaling rapidly into new markets. As we continue to grow, we’re focused on bringing in top talent to shape the future of hospitality by delivering exceptional guest experiences, operational efficiency, and new revenue opportunities for our customers.

About this Role

As a Customer Success Manager at Duve, you own the post-sale customer journey and are accountable for driving adoption, value realization, retention, and expansion across your portfolio. You act as a trusted advisor to hospitality customers, ensuring Duve is deeply embedded in their operations and delivers measurable business outcomes.

This role sits at the intersection of product, support, sales, and operations, with strong ownership over customer relationships and commercial impact.

You're great fit If you are

What success looks like:

• High retention and renewal rates across your portfolio
• Customers actively using Duve and expanding their footprint
• Clear, trusted relationships with customer stakeholders
• Actionable customer insights influencing product and strategy
• Strong internal collaboration and process adherence

Requirements

• 3+ years experience in Customer Success, Account Management, or similar role (in B2B SaaS)
• Strong communication and stakeholder management skills
• Commercial mindset with experience owning renewals and expansions
• Structured, proactive, and highly organized
• Comfortable working cross-functionally in a fast-paced environment
• Experience with CRM and CS platforms (Salesforce, Totango, Gainsight, Planhat or similar)
• Hospitality, travel tech, or operational SaaS experience is a plus

What you'll do

Customer ownership & value:

• Own a portfolio of customers end-to-end post onboarding.
• Drive product adoption, usage depth, and measurable value realization.
• Run structured success plans aligned to customer goals and business outcomes.
• Proactively identify risks, manage churn drivers, and execute retention strategies.

Relationship management:

• Serve as the main point of contact for customers.
• Build strong relationships with operational and executive stakeholders.
• Lead regular touchpoints including QBRs, health checks, and strategic reviews.
• Act as a trusted advisor on guest experience, automation, and hospitality best practices.
• Partner with Product to surface customer feedback, insights, and feature gaps.

Commercial impact:

• Own renewals and contribute to expansion and upsell opportunities.
• Identify growth signals and partner with Sales when relevant.
• Ensure commercial alignment between customer value and contract outcomes.