Customer Success Manager

About the Role

As our founding Customer Success Manager in the Australian market, you'll be the face of Sadie to our Hotel partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You'll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness.

What You Will Do

Customer Onboarding & Implementation

Manage the end-to-end onboarding of new hotel partners

Set clear expectations, provide training, and ensure full system adoption

Collaborate with integration and support teams to deliver a fast, smooth go-live

Ongoing Relationship Management

Act as the main point of contact post-onboarding

Build trust and strong working relationships with hotel operators and managers

Monitor customer health and proactively address issues before they escalate

Voice of Customer & Feedback Loops

Proactively gather, track, and analyze customer feedback

Identify patterns, surface pain points, and advocate for customer needs internally

Collaborate with Product and Engineering to prioritize improvements based on feedback

Process Development & Internal Collaboration

Help document and improve scalable customer success playbooks

Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing

Develop new initiatives and support programs to improve retention and satisfaction

Retention & Growth

Ensure customers understand the full value of Sadie and how to use all relevant features

Identify upsell opportunities or new integrations that add value

Support expansion and referrals within multi-location groups

What You Bring

Have 3+ years of experience in a customer success, account management, or hospitality tech role

Previous experience as a front desk hotelier or manager

Are highly organized, empathetic, and customer-obsessed

Love building relationships and solving problems

Have strong written and verbal communication skills

Are comfortable working in fast-moving environments with competing priorities