• Manage and optimise guest communication journeys across the portfolio. • Oversee lifecycle automations and guest communication workflows. • Ensure all automated communications are accurate, relevant, brand-aligned, and commercially effective. • Monitor guest journey performance and continuously identify opportunities for improvement. • Work closely with CRM, booking engine, PMS, and platform partners to ensure systems and integrations function correctly. • Own the creation and execution of all brand-level newsletters. • Write compelling and engaging copy for CRM communications. • Create newsletter layouts and supporting creative assets using approved brand templates and tools. • Ensure all communications maintain a high standard of content quality, accuracy, and brand consistency. • Manage editorial calendars and campaign scheduling. • Oversee CRM activity across all properties. • Review and approve local newsletters (hotels and membership) and ensure local teams follow segmentation best practices and audience selection guidelines. • Support hotel teams with campaign planning, audience targeting, and CRM execution. • Act as the main point of contact for CRM-related questions across the portfolio (hotels and membership). • Produce monthly CRM performance reports for the portfolio. • Monitor KPIs including open rates, click-through rates, conversion, database growth, and revenue contribution. • Analyse campaign performance and provide actionable recommendations. • Ensure reporting standards are consistent across all properties. • Maintain high standards of database health and data quality.

• Serve as key support contact for providers, responding to inquiries and resolving issues in a timely and professional manner. • Build and maintain positive relationships with Marketplace providers to promote engagement and satisfaction. • Actively manage procedure additions and deletions, and create new bundles as needed. • Manage customer requests and follow established processes for issue resolution. • Monitor customer activity and proactively identify opportunities to improve the customer experience, including mitigating partner attrition. • Provide guidance on Marketplace tools, features, and best practices.

• Own the end-to-end post-implementation relationship for mixed book of business for retailer accounts • Act as the primary point of contact and trusted advisor for customer stakeholders to drive value from Swiftly’s core products • Develop account success plans aligned to retailer goals, KPIs, and revenue targets • Proactively identify risks, opportunities, and optimization paths • Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer) - track the success • Evangelize customers knowledge of product services and advise them on how to grow their marketing programs • Ensure customers understand and realize measurable value from the platform • Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment • Drive feedback, discovery and outcomes • Translate data into clear, actionable recommendations for customers • Drive renewals and retention outcomes (GRR / NRR) for your portfolio • Identify and support upsell and expansion opportunities in partnership with Sales • Support revenue growth initiatives including new features, media offerings, and pilots • Partner closely with Implementation/solutions engineering during handoff and early lifecycle • Coordinate with Support and Product to resolve issues and escalate feedback • Represent the voice of the customer internally and influence product priorities • Contribute to process improvements, playbooks, and scalable CS programs • Maintain accurate account data, health scores, and forecasts in CRM / CS tools • Track key metrics including adoption, usage, revenue performance, and NPS • Follow established CS processes while contributing to continuous improvement • Other related duties as assigned

Role Description Breezeway is hiring a Client Success Manager to serve as the primary resource and partner for our clients. This is a remote role that requires availability during Eastern Time business hours. As a trusted advisor, you will own the business relationship post-implementation and leverage a thorough knowledge of our product and a deep understanding of each client’s complex needs to deliver solutions tailored to drive their success. Our ideal candidate is as driven to achieve goals as they are to foster long-lasting relationships. If you are passionate, proactive, and solution-oriented, we would love to talk. What You’ll Do - Ensure the client has the best understanding of our platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development at Breezeway. - Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features. - Maintain continuous engagement with clients to: - Increase value and build confidence in the product by providing ongoing education on new features and products. - Drive further adoption. - Identify upsell opportunities. - Identify business churn risks early, and create action plans to circumvent them. - Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross-sell opportunities. - Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how we do business. - Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly. Qualifications - 2-4 years experience in client success or account management. - Experience promoting SaaS solutions in a client success role. - Strong project management and prioritization methods. - Experience with CRM software and web-based tools. - Proven ability to effectively juggle multiple projects with competing priorities. - Experience in startups is a bonus. - Experience in the property management industry is a bonus. Who You Are - Driven to understand client’s needs, empower them with best practices, and build trust. - Outstanding people skills that enable you to build and maintain strong relationships with colleagues and clients. - A self-starter able to thrive in a fast-paced environment through strong communication, meticulous attention to detail, and autonomous execution. - A clear, confident, and persuasive communicator who can craft and deliver messaging for diverse groups of users and stakeholders, knowing when and how to represent different interests. - Value Diversity, Equity, Inclusion, and Belonging (DEIB). Benefits - Breezeway is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. - We embrace diversity and are committed to creating an inclusive workplace. - We believe that respect fosters open-mindedness and curiosity, enabling us to gain valuable perspectives from our teammates, the market, and our clients. - All qualified applicants will receive consideration for employment without regard to these factors. - If you need accommodation during the application process, please let us know. Company Description We're a remote-first company with team members across the U.S. and globe, but we currently hire only in the following states and countries: - Countries: US and Spain - United States: Arizona, Arkansas, California, Connecticut, Florida, Georgia, Idaho, Illinois, Maine, Massachusetts, Michigan, Missouri, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, and Wisconsin.