Customer Success Manager

Suite Op is a New York-based startup revolutionizing guest operations for short-term rentals, vacation rentals, and independent hotel operators. We've built a platform that cuts through the chaos of hospitality operations with smart automations that actually work. Our tech handles the complex stuff behind the scenes so teams can focus on what matters most: creating amazing guest experiences.

We just hired our first Customer Success Manager in January and are looking to continue growing the team with our second CSM! This is a foundational role on our team. You’ll ensure every customer has a seamless onboarding experience, gets fast time-to-value, and feels supported from day one.

If you’re excited to work with customers, learn quickly, build processes from scratch, and grow your career in a startup environment, this is the role for you.

• Own onboarding from contract → go-live for new customers
• Lead onboarding calls: kickoff, configuration, training, and launch
• Build deep product expertise and guide customers through best practices
• Create onboarding project plans, checklists, and customer task timelines
• Capture detailed customer insights and turn them into actionable feedback for the Engineering team
• Partner with the Customer Success & Solutions Lead to iterate on onboarding processes, playbooks, and documentation
• Develop onboarding content (guides, videos, templates) that make the experience more scalable
• Monitor health signals and proactively remove blockers
• Ensure customers complete onboarding confident, trained, and ready to succeed

• Thrive in fast-moving, high-growth environments where you build while doing
• Enjoy speaking with customers and can make complex concepts simple
• Organized, detail-oriented, and comfortable managing multiple customers at once
• Learn products quickly, especially technical workflows
• Communicate clearly, directly, and proactively with customers and teammates
• You take ownership and don’t wait for someone to hand you structure, you help create it

• 1–3 years in SaaS onboarding, customer success, account management, consulting, or similar role
• Experience running customer meetings and guiding customers through technical setup
• Familiarity with CRM/CS systems (Hub Spot, Intercom, Notion, Zendesk, etc.)
• Bonus: experience at a startup
• Bonus: experience in hospitality, property management, or related industries

• Customers complete onboarding on time and clearly understand how to use the product
• Onboarding time-to-value decreases through your improvements
• You and the CS Lead build the onboarding engine together, turning it into a repeatable, scalable motion
• Customers finish onboarding excited, confident, and positioned for long-term success
• Internal teams know exactly what’s working and what needs to be improved because you communicate insights consistently

• Be the first member of the Customer Success team and help define how we support customers
• Work with a product that customers truly love
• Build new systems, contribute ideas, and shape the customer journey
• Grow your responsibilities quickly, this is a rare “early seat” at a fast-moving startup
• If you’re someone who loves helping customers, wants to grow quickly, and thrives in a startup environment, we’d love to meet you.

The salary range for this role is $70k-$90k + equity. This is an in person position in New York City.