Customer Success Team Lead

About Us Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. Think of it like this: while hotels are all about luxury and convenience, their operations are often stuck in the ‘90s. From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive. That’s where we come in With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork. Why Reeco At Reeco, we live by our core values, which we call Heartt: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. We’re on a mission to provide simple, powerful solutions for our customers with the same dedication they put into serving their guests. Did we mention we’re one of the fastest-growing companies to watch for 2024-2025? Join us and help build the future of hospitality tech Who you are: Experience: 4 years of experience in a customer success, account management, or similar role, preferably in a tech startup or software company. Experience in the hospitality industry or working with hospitality software solutions is a plus. Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with clients. Strong problem-solving skills and a proactive approach to addressing customer issues. Ability to manage multiple clients and projects simultaneously, with strong organizational and time management skills. Proficiency in using customer success software and CRM tools Bilingual English/Spanish Education: Bachelor’s degree in Business, Hospitality Management, or a related field, or equivalent experience. What you'll do: Lead & Mentor: Supervise, guide, and support a team of Customer Success Managers, providing coaching, feedback, and development opportunities. Customer Advocacy: Serve as the voice of the customer within the organization, ensuring the team identifies and addresses customer needs and challenges effectively. Cross-functional Collaboration: Work closely with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience and drive company-wide initiatives. Process Improvement: Develop and implement best practices and processes to optimize team efficiency and customer success outcomes. Metrics & Reporting: Oversee the tracking and reporting of key customer success metrics (e.g., churn, NPS, adoption rates) to ensure team performance is aligned with organizational objectives. Escalation Management: Take ownership of high-priority customer escalations, ensuring that issues are resolved quickly and with minimal impact on customer satisfaction. Perks & Benefits : Competitive Salary and Benefits: A competitive salary package and comprehensive benefits, including health insurance, retirement plans, and paid time off. Growth Opportunities: The opportunity to grow with a fast-paced startup and take on increased responsibilities as we expand. Innovative Environment: Work with a talented and passionate team dedicated to transforming the hospitality industry through technology. How to Apply: Ready to join a company where your work has real impact? Send us your resume, and don’t forget to share why Heartt resonates with you At Reeco, we believe in working smart, staying humble, and always bringing our best. Let’s change the future of hospitality together. Only Qualified leads will be answered.