Customer Success Manager

Ontopo is looking for a commercially minded, proactive Customer Success Manager to manage and grow a portfolio of leading hospitality businesses.

This is not a technical support role.

Your mission is simple:

Help our customers generate more reservations, maximize the value of Ontopo, retain existing revenue, and identify new growth opportunities.

• Build strong relationships with restaurant owners, senior managers, and key decision-makers.
• Manage a portfolio of approximately 150 customers across Strategic and Growth tiers.
• Proactively analyze customer performance and identify ways to increase reservations.
• Develop a deep understanding of Ontopo's marketing products and business solutions.
• Protect and grow existing customer revenue.
• Identify churn risks early and build effective retention plans.
• Increase adoption of relevant Ontopo products and features.
• Identify and qualify upsell and cross-sell opportunities for the Sales team.
• Monitor account health, engagement, campaign performance, and growth potential.
• Stay informed about significant technical issues affecting your customers, while all technical execution remains with the Support team

Up to 60 high-value customers per CSM receive hands-on, proactive account management.

You will be expected to:

• Maintain direct relationships with owners and senior management.
• Conduct regular business reviews.
• Build clear growth plans.
• Maximize reservations and campaign performance.
• Drive product adoption.
• Identify risks and expansion opportunities early.

The remaining portfolio is managed through a scalable, data-driven approach focused on:

• Retention
• Growth
• Product adoption
• Identifying customers with higher commercial potential

• Customer and revenue retention
• Portfolio revenue growth
• Product and feature adoption
• Qualified sales opportunities
• Customer health and engagement
• Strong relationships with key decision-makers

• Strong business and commercial mindset
• Excellent relationship-management skills
• Comfortable working directly with business owners and senior decision-makers
• Proactive and data-driven
• Strong analytical and communication skills
• Ability to identify business opportunities and customer risks
• Experience in Customer Success, Account Management, SaaS, hospitality, or marketing is a strong advantage

The compensation package includes:

• Competitive base salary
• Variable compensation linked to portfolio revenue
• Retention performance
• Product and feature adoption
• Qualified sales opportunities
• If you enjoy building strong customer relationships, understanding businesses deeply, and turning customer success into measurable growth — we want to meet you.