Regional Market Manager, Customer Success(West)

WHAT YOU’LL DO

• Manage, mentor, and grow a team of high-performing Customer Success Managers across the Western United States region
• Develop SOPs, best practices, and creative programming to promote hotel partner value and ensure customer retention across multiple markets
• Harness the power of data to measure business results and drive team outcomes around customer and consumer growth opportunities
• Maintain responsibility for team resource planning and performance measurement
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
• Improve market intelligence including industry, category, and competitive analysis
• Participate in regular team meetings where you will be called to present your team’s metrics, insights, analysis and progress
• Work closely with Director of Customer Success and Butler leadership team to iterate on customer health scores, create prescriptive action plans driven by data insights, and develop a proactive customer journey strategy
• Implement, and be part of the iteration of, a best-in-class customer experience that will be a key driver and competitive advantage to Butler’s growth and success
• Advocate a company-wide culture of Customer Success, defining customer success priorities and demonstrating the correlation to (successful) company performance
• Act as a team player by fostering strong collaboration within the team and cross-functionally with other company stakeholders

ABOUT YOU

You are agile, motivating, customer and team-obsessed, and possess natural coaching capabilities. You share our love of the hospitality and travel industry, and our hunger to improve it through technological and operational innovation. As a Regional Market Manager, you understand the importance of communicating information with confidence, clarity, and executing on follow through. You are data-driven, results-oriented and are motivated by responsibility and accountability to self and team. You’re a self-starter and you operate with a growth mindset – that is: open-mindedness, readiness and dedication to your team’s KPIs as well as the collective goal. You are passionate about transforming the traditional Account Management role from a supportive, reactive function to an innovative, strategic one - in line with the vision our Customer Success team.

QUALIFICATIONS

• 2+ years people management and talent development experience; possesses a high level of accountability and demonstrated performance-focused leadership skills
• 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

COMPENSATION & PERKS

• Competitive Salary + Performance Bonus + equity/options participation
• Flexible time-off policy + flexible working hours (Unlimited PTO Plan)
• Competitive medical, dental, and vision benefits
• 401K + company match
• Ancillary benefits: Commuter, Gym membership + hotel discounts
• Laptop, dedicated work phone, & personal tech budget