Role Description Your mission will be to make our customers raving fans of our product and company. You'll be doing this through the following: - Customer Relationship Management: Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software. - Quarterly Business Reviews: Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement. - Product Roadmap Updates: Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements. - Upsell and Expansion Opportunities: Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals. - Customer Advocacy: Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. - Performance Tracking and Reporting: Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics. Qualifications - 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company. - Customer-Centric Mindset: Demonstrated ability to manage customer relationships, with a focus on understanding and meeting customer needs. - Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner. - Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to think strategically about customer needs and solutions. - Sales Acumen: Experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets. - Technical Proficiency: Comfortable working with software tools, understanding product functionality, and providing technical guidance to customers. - Project Management: Ability to manage multiple customer accounts and projects simultaneously, with strong organizational skills and attention to detail. - Team Collaboration: Experience working closely with cross-functional teams, including product, support, and marketing, to deliver a seamless customer experience. Requirements - Your location is not a requirement. The ideal fit would work under North American timezones. - Don’t tick all the boxes? Talk to us about why you’re still an amazing fit. Benefits - 35 days off per year, encouraged (including self-serve public holidays) and parental leave. - For US employees: healthcare (including EPO, PPO and HSA), 401(k). - Complimentary mental health and emotional support with therapists on call through Slack by Spill. - Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards. - Compensation depends on your location, status, and level within our salary bands. - For contractors, the total cost could range from USD $72,000 - USD $111,100. - For US employees, the gross salary could range from USD $66,430.29 to USD $87,129.79. - An annualized performance bonus pool of 40% of your salary (no cap) is available (paid quarterly) based on quota attainment. - Options into the company equity through our $HOST token (RSUs), with a grant value of up to $10,100. - This role is eligible for up to an additional USD $233,356 per year in Performance Share Units (PSUs).

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll Hospitable.com is a remote-only and fully distributed company. We hire based on timezones. What you will be working on Your mission will be to make our customers raving fans of our product and company. You'll be doing this through the following: - Customer Relationship Management: Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software. - Quarterly Business Reviews: Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement. - Product Roadmap Updates: Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements. - Upsell and Expansion Opportunities: Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals. - Customer Advocacy: Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. Work with one of our awesome customer advocates Rey, whose favorite fruit is Grapefruit. - Performance Tracking and Reporting: Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.

• Architect and scale the CRM set-up from the ground up, moving fast and breaking the mold of traditional e-commerce. • Utilize your deep proficiency in Optimove to segment users, map out lifecycle journeys, and trigger automated, hyper-personalized campaigns. • Adapt retention strategies from gaming and e-com to fit a totally unique, non-traditional auction vertical. • Analyze user data to increase player retention, repeat bids, and lifetime value.

• Lead the onboarding process for new customers, ensuring a smooth and successful transition to Spectro Cloud solutions. • Build and maintain strong, long-lasting relationships with key stakeholders at customer organizations. • Act as the voice of the customer within Spectro Cloud, providing feedback to product and engineering teams to drive continuous improvement. • Regularly check ins via QBR’s and Roadmap sessions with customers to ensure they are meeting their goals, addressing any concerns, and identifying opportunities for upsell or cross-sell. • Partner with Account Executives to drive all aspects of the renewals sales process: negotiate renewal contracts using sound business judgment serve as an expert in license models define deep customer health metrics to identify & mitigate risk drive towards on time closure provide accurate forecasts to leadership anticipating risk where appropriate. • Provide training and resources to customers to help them fully understand and utilize Spectro Cloud’s features and capabilities. • Monitor customer health metrics and usage data to identify at-risk accounts and proactively address potential challenges. • Provide regular status reports on engagement, health and potential risk to our internal stakeholders using the CS Platform. • Collaborate with customers to develop long-term success plans, aligning our solutions with their business objectives and growth strategies. • Consistently demonstrate the value of our solutions through regular business reviews, performance metrics, and ROI analysis. • Develop a deep understanding of our SaaS Kubernetes platform and its applications, staying current with the latest features and industry trends. • Collaborate with the support team to ensure customer issues are resolved quickly and effectively.