Customer Success Manager

About the role

Ontopo is seeking a commercially‑minded Customer Success Manager to own and grow a portfolio of hospitality businesses. This role focuses on driving reservations, retaining revenue, and uncovering new growth opportunities, without handling technical support.

Key responsibilities

• Build and maintain strong relationships with restaurant owners, senior managers, and key decision‑makers.
• Manage a portfolio of roughly 150 customers across Strategic and Growth tiers.
• Analyze performance data to recommend actions that increase reservations and campaign results.
• Promote adoption of Ontopo’s marketing products and features.
• Identify churn risks early and implement retention plans.
• Qualify upsell and cross‑sell opportunities for the Sales team.
• Monitor account health, engagement, and growth potential.

Required profile

• Strong business and commercial mindset with a data‑driven approach.
• Excellent relationship‑management skills, comfortable engaging directly with owners and senior leaders.
• Proactive, analytical, and able to communicate insights clearly.
• Experience in Customer Success, Account Management, SaaS, hospitality or marketing is a strong advantage.

Required skills

What we offer

• Competitive base salary.
• Variable compensation linked to portfolio revenue, retention performance, product adoption and qualified sales opportunities.
• Opportunity to shape growth for leading hospitality brands.