Senior Customer Success Manager

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 From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive.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.

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 From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive.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 - Heart:
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. Join us and help build the future of hospitality tech.

Customer success isn't simply about managing accounts. It's about building trusted partnerships, understanding customer goals, driving adoption, and ensuring customers continue to realize measurable value from the Reeco platform. At Reeco, we're looking for an Senior Customer Success Manager to own that journey.

You’ll be responsible for managing a portfolio of strategic enterprise customers, ensuring they successfully adopt Reeco, achieve their business outcomes, and continue to grow with us. You’ll serve as the customer's trusted advisor, leading strategic conversations, driving retention, identifying expansion opportunities, and ensuring every customer relationship delivers long‑term value.

This role sits at the center of our customer relationships, partnering closely with Sales, Product, Customer Experience, Marketing, and Support to deliver an exceptional customer experience and help shape the future of hospitality technology.

We're not looking for someone who simply manages renewals.

We're looking for someone who thrives on building meaningful customer relationships, understands business challenges, and can turn customer goals into measurable outcomes.

You’ll become the strategic partner customers rely on, balancing customer advocacy with commercial ownership while ensuring every account achieves strong adoption, retention, and growth—not just a successful renewal.

• Owning a portfolio of strategic enterprise accounts with responsibility for retention, expansion, and revenue growth.
• Developing and executing account growth strategies that increase customer lifetime value and expand Reeco's footprint within enterprise customers.
• Building strong executive relationships with customer stakeholders to understand business priorities, uncover opportunities, and position Reeco as a long-term strategic partner.
• Driving renewals across your portfolio while proactively identifying risks, creating action plans, and protecting recurring revenue.
• Identifying and leading expansion opportunities across additional properties, users, products, and services.
• Partnering closely with Sales to develop account strategies, support commercial conversations, and drive upsell and cross-sell opportunities.
• Leadin…