Customer Success Manager

About Duve:

Duve is transforming the hospitality industry by helping hoteliers and hosts provide a personalized, digital-first guest experience. From online check-in and digital keys to upsells and automated communication, our platform is the backbone of modern guest management. We are looking for a CSM who is passionate about hospitality, technology, and driving measurable value for our partners.

About the role:

As a Customer Success Manager at Duve, you own the post-sale customer journey and are accountable for driving adoption, value realization, retention, and expansion across your portfolio. You act as a trusted advisor to hospitality customers, ensuring Duve is deeply embedded in their operations and delivers measurable business outcomes.

This role sits at the intersection of product, support, sales, and operations, with strong ownership over customer relationships and commercial impact.

What success looks like:

• High retention and renewal rates across your portfolio
• Customers actively using Duve and expanding their footprint
• Clear, trusted relationships with customer stakeholders
• Actionable customer insights influencing product and strategy
• Strong internal collaboration and process adherence

Responsibilities:

Customer ownership & value:

• Own a portfolio of customers end-to-end post onboarding
• Drive product adoption, usage depth, and measurable value realization
• Run structured success plans aligned to customer goals and business outcomes
• Proactively identify risks, manage churn drivers, and execute retention strategies

Relationship management:

• Serve as the main point of contact for customers
• Build strong relationships with operational and executive stakeholders
• Lead regular touchpoints including QBRs, health checks, and strategic reviews
• Act as a trusted advisor on guest experience, automation, and hospitality best practices
• Partner with Product to surface customer feedback, insights, and feature gaps

Commercial impact:

• Own renewals and contribute to expansion and upsell opportunities
• Identify growth signals and partner with Sales when relevant
• Ensure commercial alignment between customer value and contract outcomes

Qualifications:

• 3+ years experience in Customer Success, Account Management, or similar role (in B2B SaaS)
• Strong communication and stakeholder management skills
• Commercial mindset with experience owning renewals and expansions
• Structured, proactive, and highly organized
• Comfortable working cross-functionally in a fast-paced environment
• Experience with CRM and CS platforms (Salesforce, Totango, Gainsight, Planhat or similar)
• Hospitality, travel tech, or operational SaaS experience is a plus