The Customer Success Manager is responsible for building strong, long-term relationships with customers and ensuring they realize maximum value from Shiji’s hospitality technology solutions. This role drives customer engagement, product adoption, and sustained value by supporting customers throughout the post implementation lifecycle. As the primary advocate for our customers, the Customer Success Manager delivers strategic guidance, clear communication, and a deep understanding of each customer’s operational, and business needs to help them achieve measurable outcomes. This role requires balancing product knowledge, business acumen, and interpersonal intelligence to navigate complex customer environments, build trust across diverse stakeholders, and ensure a positive and successful customer journey. What You’ll Do: Build and maintain deep, long-term relationships with key stakeholders at both the property and corporate levels across the Americas, serving as the trusted advisor and primary point of contact to ensure alignment between Shiji’s technology and the customer’s operational goals. Lead the formal transition of clients from the implementation phase into long-term success, coordinating with internal Implementation and Support teams to ensure a smooth handoff while acting as the internal customer advocate to drive adoption, product understanding, and value realization. Perform regular, data-backed business reviews, health checks, and strategic planning sessions to monitor customer satisfaction and progress against success metrics, proactively identifying improvement opportunities and adoption gaps to recommend improvements and best practices. Proactively identify accounts facing operational, technical or adoption risks and develop strategic recovery and stabilization plans to prevent churn and support renewal readiness. Act as the primary escalation point for customers, managing issues with professionalism, composure, and empathy, while coordinating resolution with appropriate internal teams to keep the client informed and reassured. Help customers differentiate between product limitations, process gaps, configuration challenges, and internal communication issues, facilitating clear and constructive problem-solving. Act as a bridge between the Americas market and Shiji’s global Product organization, sharing insights, trends, and recurring challenges to influence product enhancements and prioritize localized requirements. Collaborate closely with Sales, Support, Implementation and Technical Account Management teams to ensure customers receive the appropriate level of technical and operational support throughout the lifecycle. Lead customer meetings, executive business reviews, and best-practice sessions (onsite and virtual) to reinforce value realization and strengthen long-term partnership and engagement.