Customer Success Manager

About the Position

Customer Success Manager

Join Shiji Group as a Customer Success Manager to build strong relationships with clients and ensure they maximize value from our hospitality technology solutions.

Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail, and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution, and more.

Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.

Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

Responsibilities

• Build and maintain deep, long-term relationships with key stakeholders at both the property and corporate levels across the Americas, serving as the trusted advisor and primary point of contact to ensure alignment between Shiji’s technology and the customer’s operational goals.
• Lead the formal transition of clients from the implementation phase into long-term success, coordinating with internal Implementation and Support teams to ensure a smooth handoff while acting as the internal customer advocate to drive adoption, product understanding, and value realization.
• Perform regular, data-backed business reviews, health checks, and strategic planning sessions to monitor customer satisfaction and progress against success metrics, proactively identifying improvement opportunities and adoption gaps to recommend improvements and best practices.
• Proactively identify accounts facing operational, technical, or adoption risks and develop strategic recovery and stabilization plans to prevent churn and support renewal readiness.
• Act as the primary escalation point for customers, managing issues with professionalism, composure, and empathy, while coordinating resolution with appropriate internal teams to keep the client informed and reassured.
• Help customers differentiate between product limitations, process gaps, configuration challenges, and internal communication issues, facilitating clear and constructive problem-solving.
• Act as a bridge between the Americas market and Shiji’s global Product organization, sharing insights, trends, and recurring challenges to influence product enhancements and prioritize localized requirements.
• Collaborate closely with Sales, Support, Implementation, and Technical Account Management teams to ensure customers receive the appropriate level of technical and operational support throughout the lifecycle.
• Lead customer meetings, executive business reviews, and best-practice sessions (onsite and virtual) to reinforce value realization and strengthen long-term partnership and engagement.

Requirements

• Minimum three (3) years of professional experience in Customer Success, Account Management, or a client-facing role within a SaaS environment.
• Hands-on experience in the hospitality industry, with strong practical knowledge of hotel technology ecosystems such as enterprise Property Management Systems (PMS), Point of Sale (POS), and Global/Distribution CRS platforms, as well as modern cloud-based PMS/POS architectures and their integration frameworks.
• Fluent in Spanish and English, with superior written and verbal communication skills and the ability to clearly articulate technical concepts to non-technical audiences, lead customer discussions, and deliver effective presentations.
• High emotional intelligence, with the ability to navigate interpersonal dynamics, manage stakeholder relationships, and remain calm, objective, and solution-focused in high-pressure or escalation scenarios.
• Strong analytical skills with the ability to interpret system data and usage metrics to generate insights that help customers optimize operations and outcomes.
• Strong organizational and time-management skills, with the ability to prioritize multiple initiatives, manage competing demands, and meet deadlines.
• Ability to work effectively both independently and within cross-functional, collaborative teams.
• Ability to guide customer conversations constructively, align stakeholders on solutions, and support decision-making.

Nice to Have

• Degree in Business Administration, Hospitality Management, or related field

We Offer

• Competitive salary
• Full-time position
• Opportunity to work with a leading global company in the hospitality industry
• Professional growth and development opportunities
• Collaborative and dynamic work environment

Travel Requirements

• Willingness and ability to travel up to 30% domestically and internationally; valid passport required.