Customer Success Manager; CSM

About Us

Welcome to Reeco
, where we’re transforming the back‑of‑house tech for the hospitality industry. Think of it like this: while hotels are all about luxury and convenience, their operations are often stuck in the ‘90s. From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive. That’s where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork.

At Reeco
, we live by our core values, which we call Heartt
:
Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. We’re on a mission to provide simple, powerful solutions for our customers with the same dedication they put into serving their guests. Join a fast‑growing, innovative company transforming procurement in the food service space. At Reeco, we empower our customers with smarter tools and better transparency, and you’ll play a key role in making that vision a reality.

Reeco is looking for a Strategic Customer Success Partner to own and grow relationships with our most important enterprise accounts. This is a senior individual contributor role designed for someone with strong experience in both Customer Success and Account Management, and a proven ability to drive revenue growth within existing customers. You will serve as a strategic advisor to executive stakeholders, lead renewal and expansion efforts, and ensure our customers are achieving measurable business value from our platform.

We are seeking someone commercially driven, consultative, and comfortable leading high‑level business conversations. This role offers the opportunity to grow into a team leadership position in the future.

• Own a portfolio of strategic enterprise accounts and act as their primary point of contact.
• Build trusted relationships with executive and operational stakeholders.
• Conduct high‑impact business reviews focused on ROI, performance metrics, and long‑term strategic alignment.
• Develop and execute account plans aligned with customer goals and company growth targets.

• Drive renewals, ensuring long‑term retention and account stability.
• Identify and lead upsell and cross‑sell opportunities across the Reeco platform.
• Confidently manage commercial conversations, negotiations, and pricing discussions.
• Partner closely with Sales leadership when expansion opportunities require additional support.

• Ensure customers are fully leveraging Reeco’s solutions and achieving tangible business outcomes.
• Monitor usage trends, adoption metrics, and risk indicators to proactively address churn risks.
• Manage escalations when necessary, maintaining high customer satisfaction.
• Act as the voice of the customer internally, collaborating with Product, Operations, and Support teams.

• Work closely with Sales, Marketing, Product, and Support to deliver a seamless customer journey.
• Contribute to improving internal processes related to renewals, expansion, and customer lifecycle management.
• Support strategic initiatives such as case studies, referrals, and executive advocacy programs.

• 5+ years of experience in Customer Success, Account Management, or a revenue‑driven client‑facing role within a SaaS or technology company.
• Proven track record managing enterprise or strategic accounts.
• Demonstrated success driving renewals, upsells, and revenue growth within existing customers.
• Strong executive presence and ability to lead commercial conversations and negotiations.
• Experience working cross‑functionally with Sales, Product, and Operations teams.
• Based in Miami and comfortable working in a hybrid model (4 days in office, 1 day remote).

• Experience in hospitality tech, procurement platforms, supply chain, or B2B marketplaces.
• Familiarity with CRM and customer success tools…