Customer Success Manager

Duve is one of the fastest-growing startups in hospitality tech, transforming how guests experience their stay through our fully personalized Guest Experience Suite. With thousands of customers in over 60 countries, Duve empowers hotels, vacation rentals, and hospitality brands to digitize and personalize every step of the guest journey. With fast-growing global demand and an expanding product suite, Duve is scaling rapidly into new markets. As we continue to grow, we’re focused on bringing in top talent to shape the future of hospitality by delivering exceptional guest experiences, operational efficiency, and new revenue opportunities for our customers.

About this 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.

You're a great fit if you are:

• 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

Requirements:

• 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, HubSpot, Planhat or similar)
• Hospitality, travel tech, or operational SaaS experience is a plus