Senior Customer Success Manager (North America)

Join Duetto, a leading hospitality technology company, as a Senior Customer Success Manager for North America. In this role, you will own the end-to-end customer lifecycle for a high-impact portfolio, drive customer retention and revenue growth, and act as a senior consultant on client revenue strategy. You will work closely with Product, Sales, and Support, and have the opportunity to use AI-assisted tools daily. This position offers work-from-home opportunities, health insurance, and the chance to make a direct impact on client retention and revenue growth.

• Own the end-to-end customer lifecycle for a high-impact North America portfolio, driving toward 95%+ gross retention and 110%+ NRR.
• Act as a senior consultant on client revenue strategy, bringing deep hospitality expertise to complex, multi-stakeholder conversations.
• Lead resolution of tough business and product challenges, serving as the go-to person when strategic accounts need help fast.

• Fluent English, and authorized to work in the US without employer sponsorship
• 6+ years in a customer-facing role in SaaS, hospitality tech, or revenue management, including experience with complex, multi-stakeholder accounts
• A track record of resolving thorny client issues independently and shaping account-level revenue strategy
• Genuine enthusiasm for working with AI-assisted tools and evolving how you work as new tooling comes online
• Comfort with Salesforce and reporting platforms like Tableau
• Ability to travel regionally across North America (25–40%)
• 3+ years in hospitality revenue management, with strong command of KPIs like RevPAR, ADR, RGI, ARI, and MPI, plus familiarity with profitability metrics like GOP and GOPPAR
• You don't need to check every box to apply. If this role excites you and you bring real hospitality or SaaS CS chops, we'd love to hear from you
• Specialized hospitality tech experience, particularly in revenue management
• A good read on North America hospitality market dynamics and distribution
• Hands-on experience with Revenue Management Systems and RMS optimization consulting
• Familiarity with profitability frameworks like cost center analysis and GOP optimization
• Experience with AI-powered CS platforms (Gainsight, Salesforce Einstein, Gong, etc.)