Customer Experience & Support (1)

M3 (www.m3as.com)is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.

Description Summary:

The Vice President of Customer Success is the senior leader responsible for the strategy, performance, and scale of M3's customer success organization. This role owns driving customer platform adoption, measurable business outcomes, retention, and long-term revenue growth across the existing customer base.

Reporting to the Chief Growth and Customer Officer, the VP develops organizational capability, aligns cross-functional execution, and ensures consistent delivery of value at scale.

Success is measured through key customer and business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), expansion, customer health, adoption, and Net Promoter Score (NPS). The VP establishes the operating cadence, defines functional KPIs, and provides regular executive reporting and strategic recommendations to the Executive Leadership Team.

The VP partners closely with Sales, Product, Marketing, Support, and Professional Services to create a seamless customer journey, influence product strategy through customer insights, and ensure customer success remains a key driver of company growth. The role also owns the Customer Success operating model, organizational design, processes, and technology ecosystem, continuously evolving the function to improve efficiency, scalability, and customer outcomes.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

Own the strategy and outcomes for Gross and Net Revenue Retention (GRR/NRR) as core business metrics, directing the customer success management team's execution of renewal and forecasting processes.
Direct the design and scaling of an expansion/cross-sell motion within the Customer Success organization, partnering with Sales leadership and Account Management on larger and multi-property opportunities.
Set requirements for, and hold the team accountable to, a customer health-scoring model that predicts churn risk at least two quarters ahead of renewal.
Direct the relationship and transactional NPS/CSAT program, including survey design, response-rate growth, and a closed-loop process that routes customer feedback into Product and internal process improvements.
Set onboarding and time to first value benchmarks appropriate to hotel and hospitality operating realities and collaborate closely with the onboarding team.
Build and lead the Customer Success organization through a layer of customer success managers. This role leads strategic contributors, not individual accounts.
Establish clear individual, team, and organizational KPIs, and hold the customer success management layer accountable to them through regular coaching, performance review, and forecasting cadences.
Assist with the development of compensation and segmentation models that align Customer Success Managers and other team incentives with retention, expansion, and satisfaction targets.
Build the organizational structure and career ladder needed to scale Customer Success as the customer base grows, including succession planning within the customer success management team.
Evaluate, recommend, and own the Customer Success technology stack. This includes health scoring, renewal forecasting, playbook automation, and survey/NPS tooling.
Define the data and integration requirements across CRM (Salesforce and/or Client Success), product usage, support, and billing systems needed to produce a reliable, real-time view of account health and forecasted renewals, working closely with the CFO on the hygiene of the Customer Cube.
Own the business case and implementation roadmap for the selected Customer Success platform(s), directing the CS Operations function on ongoing administration, optimization, and training standards.
Sit on the Go to Market (GTM) leadership team, partnering with Sales and Marketing leadership on shared account strategy and with Product leadership on a structured voice-of-customer process.
Present retention, expansion, and customer-health results to the Executive Leadership Team on a standing monthly cadence, including forecasts, named at-risk accounts, and resourcing needs.
Represent Customer Success in company-wide planning, budgeting, and board-reporting processes as a peer executive function to Sales and Marketing.
Manage customer escalations at the executive level as needed, through proactive communication.
Other duties as assigned.

Education/Training/Experience:

College degree. 12-15+ years of overall management experience, including experience leading through multiple layers of management.
6-10+ years of experience leading Customer Success organizations at a senior or executive level.
Direct experience in hotel, hospitality, or travel technology SaaS strongly preferred.
Experience effectively utilizing and overseeing a Customer Success platform or ensuring necessary data is present in Salesforce.
Demonstrated experience presenting to and influencing an Executive Leadership Team or Board.
Formal training in Customer Success or executive leadership preferred.
Ability to build strategy, translate it into KPIs, and hold an organization accountable to results.
Proven problem-solving, process development, and improvement skills required.
Task planning and delegation skills.
Must be able to actively participate in meetings at all levels within the organization, including with executive leadership.
Demonstrated ability to coordinate cross-functional work teams toward task completion.
Advanced written and verbal communication skills are a must.
General PC knowledge including Microsoft Office; expert-level knowledge of Excel and Word, and a working knowledge of PowerPoint required.

Vice President

Customer Success

M3

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