Senior Vice President, Customer Operations

Senior Vice President, Customer Operations

M3 () is a leading provider of hospitality‑specific software solutions, delivering cloud‑based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back‑office operations, reduce costs, gain real‑time insights, and drive portfolio performance across thousands of properties in North America and beyond.

Description

Summary:

We are seeking a Senior Vice President of Customer Operations to lead our post‑sales customer delivery organization. This executive will play a pivotal role in ensuring exceptional customer outcomes from implementation through ongoing support and success, driving high satisfaction, retention, and value realization for our clients in the hospitality industry.

Key Responsibilities:

• Oversee the end‑to‑end customer delivery lifecycle, including seamless customer implementation, onboarding, professional services, customer support, training, and success programs to maximize adoption and ROI for M3’s accounting, labor management, and analytics platforms.
• Design, refine, and scale operational processes and frameworks to enhance efficiency, consistency, and quality across post‑sales functions.
• Establish and monitor key performance indicators (KPIs), leveraging data‑driven insights to measure team performance, customer health, and operational effectiveness while continuously identifying opportunities for improvement.
• Drive transformation initiatives focused on productivity enhancement, process optimization, and continuous improvement to elevate service delivery standards and support company growth.
• Champion customer experience and success strategies, fostering strong relationships with hotel owners, management companies, operators, and corporate teams to ensure long‑term partnership and advocacy.
• Provide strategic oversight of the P&L for the Customer Operations function, managing budgets, resource allocation, and cost controls to achieve financial targets.
• Lead, inspire, and develop a global team of approximately 60 professionals, including three direct‑reporting Directors, with team members based in the US and offshore.
• Foster a high‑performance culture through coaching, mentorship, leadership development, and succession planning to build a resilient and capable organization.
• Collaborate cross‑functionally with Product, Sales, Engineering, and other stakeholders to align customer feedback with roadmap priorities and resolve escalated issues effectively.

Qualifications:

• 12+ years of progressive leadership experience in customer operations, implementation, professional services, or customer success within SaaS, software, or technology‑enabled services environments; ideally in hospitality, travel, or enterprise B2B sectors.
• Proven track record leading large, distributed teams (50+ members) across multiple geographies, with demonstrated success in managing global operations involving offshore resources.
• Strong enterprise account management and retention experience.
• Deep expertise in post‑sales delivery models, including complex software implementations, customer onboarding, support operations, and success frameworks for enterprise clients.
• Strong analytical mindset with experience building and using KPIs, dashboards, and data‑driven performance management to drive operational excellence and business results. Preference for experience using AI strategically across tools and processes.
• Experience with P&L responsibility and financial acumen in a services‑oriented organization.
• Exceptional leadership abilities, with a focus on team development, coaching, and creating inclusive, high‑engagement environments.
• Bachelor’s degree required; MBA or advanced degree preferred.
• Passion for the hospitality industry and understanding of hotel operations, financial management, or back‑office challenges is highly desirable.

Location &

Schedule:

This is a hybrid role based in the Atlanta/Georgia area (or nearby), with an expectation of 3 days per week in the office to foster collaboration and leadership presence. Occasional travel may be required to meet with key customers or team members.

Additional Insight:

Join M3 at an exciting time of growth and innovation, where your leadership will directly impact how hoteliers worldwide manage their finances and operations with confidence. If you are a strategic, customer‑obsessed executive ready to scale world‑class operations in a dynamic SaaS environment, we invite you to apply.

As set forth in M3’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.