HEAD OF CUSTOMER SUCCESS
Position: Customer Success Senior Manager
Location: Miami- Hybrid
Company: Jurny
Are you ready to lead a game-changing team in the world of hospitality technology? Jurny, an AI-powered hospitality automation platform, is on a mission to help short-term rental hosts automate operations, enhance guest experiences, and boost profitability. As a Customer Success Senior Manager, you'll play a pivotal role in shaping the success of our customers and leading a team that’s passionate about transforming the hospitality industry.
What You’ll Do
Develop and Implement Processes: - Design and execute scalable, efficient onboarding processes that ensure a seamless experience for new customers.
- Establish standardized workflows to enhance customer interactions and maximize satisfaction.
- Create documentation, playbooks, and operational guidelines to ensure consistency and excellence.
KPI Development and Performance Tracking: - Define and monitor key performance indicators (KPIs) to measure customer success and team performance.
- Implement data-driven decision-making and continuous improvement initiatives.
- Deploy tools and systems to track progress and generate actionable insights.
Training and Leadership: - Lead and mentor a team of three Customer Success Managers, fostering a culture of proactive customer engagement.
- Develop ongoing training programs to align with Jurny's cutting-edge AI product and evolving customer needs.
- Drive team efficiency and performance improvements through coaching and strategic leadership.
Who You Are
Experience & Skills: - 5+ years of customer success or account management experience, preferably in SaaS or hospitality technology.
- Proven track record in designing and optimizing customer success processes.
- Strong leadership background with experience managing and mentoring teams.
- Familiarity with AI-powered automation tools and their application in customer success.
- Exceptional analytical and problem-solving skills with a data-driven mindset.
- Outstanding communication and interpersonal skills to build lasting relationships with customers.
What Sets You Apart: - A passion for delivering exceptional customer experiences in a fast-paced, scaling environment.
- Experience improving customer satisfaction, retention, and engagement metrics.
- Expertise in process creation and driving operational efficiencies.
Why Join Jurny?At Jurny, we’re not just building software—we’re redefining the hospitality industry. Our cutting-edge AI, NIA, automates guest communications, review management, multi-calendar operations, IoT device integrations, and more. As a rapidly growing company, we’re looking for someone who’s eager to make a lasting impact and lead a team that’s at the heart of our customer relationships.
What We Offer:
- 60k - 80k base salary + Bonuses and Competitive benefits package.
- Flexible work environment.
- Opportunities to work with the latest AI technology and innovate in the hospitality industry.
- A supportive, growth-oriented company culture.