Full-Time Director, Customer Success & Technical Account Management

The Director, Technical Account Management & Customer Success will lead our global technical account management and customer success organization, focusing on long-term customer satisfaction, retention, and revenue growth. This individual will be responsible for defining and executing strategies that ensure our customers realize maximum value from our hospitality technology solutions.

• Lead and scale the regional Customer Success & Technical Account Management organization.
• Coach and develop the Customer Success and Technical Account Management team.
• Define, execute, and continuously improve strategies that drive customer engagement, adoption, retention, and expansion.
• Define and oversee the Technical Account Management strategy to ensure customers receive technical guidance.
• Establish and monitor KPIs for customer retention, satisfaction, technical health, system adoption, incident trends.
• Partner with the Sales, Implementation, Support & Product teams to optimize the roadmap.
• Lead and mentor the Customer Success and Technical Account Management teams.
• Act as an executive sponsor for key global accounts, building trusted partnerships.
• Oversee the resolution of complex escalations.
• Leverage data-driven insights from customer usage, feedback, and support trends.
• Establish global playbooks, escalation paths, and communication standards.
• Collaborate with C-level executives, senior leadership, regional teams, key clients, and industry partners.

• Bachelor’s degree in business administration, IT, or related field.
• Minimum 5 years of progressive leadership experience in Customer Success, Support, Service Delivery, or related functions.
• Proven track record of driving customer retention and revenue growth.
• Strong business acumen with the ability to link customer success strategies to revenue impact using KPI’s, analytics and tools.
• Strong negotiation and executive presentation skills.
• Strong emotional intelligence.
• Demonstrated success building executive relationships with global enterprise clients.
• Bi-lingual in English and Spanish.

• MBA
• Experience in hospitality, travel, or enterprise software industries.
• Exposure to operating technology in a hotel such as the PMS & POS.
• Strong understanding of customer engagement models, revenue management, or distribution systems

Ability to travel up to 30%, both domestically and internationally.

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