Regional Market Manager, Customer Success(West)
On-site · San Francisco, California, United States or Los Angeles, California, United States
Job Summary
Regional Market Manager to lead a team of Customer Success Managers across the Western United States (San Francisco, Los Angeles, Denver). You will hire, train, manage, and develop CSMs; serve as a conduit between CSMs and Butler Senior Leadership to manage escalations, standardize best practices, and execute strategic initiatives aimed at maximizing lifetime value for hotel partners and guests. Responsibilities include mentoring a high-performing CS team, developing SOPs and programs to promote partner value and retention across multiple markets, leveraging data to drive outcomes, planning resources, shaping product adoption and customer health strategies, improving market intelligence, presenting metrics to leadership, collaborating cross-functionally, and delivering a best-in-class customer experience to support Butler’s growth.
Required Qualifications
- 2+ years people management and talent development experience
- Prior experience in a senior-level Customer Success, Account Management, or Sales Operations / Strategy role
- Proven results growing and scaling organizations at a hyper-growth company
- Experience in F&B or Hospitality a BIG PLUS!
- A strong understanding of the Customer Success function, specific to how it is integral in driving value to partners and revenue growth the business
- Excellent communication and relationship building skills, with experience partnering deeply with customers AND other key internal leaders
- Experience leveraging data (via automation, technology, and manual analysis) to translate opportunity to a team and to optimize and improve their success/performance
- Ability to identify opportunities, glean actionable insights, and manage the execution across a team
- Data-driven and customer-first decision-making mindset, knowing how to supplement data with the qualitative knowledge of the customer’s needs
- Strong ability to communicate strategic objectives and action plans to teams
- Experience with Salesforce is required; experience with Tableau preferred
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