Hospitality Executive

Description of the Work

The Customer Success Representative supports multiple customer accounts and works closely with senior CSMs to help ensure customers' long-term success from the start of their partnership with Logile. Primary responsibilities are broken into 5 key areas:

1. Customer Relationship & Strategic Partnership (Supporting Role)

• Help build strong, trust-based relationships with customer stakeholders, drawing on hospitality-honed skills in guest/customer rapport and service recovery.
• Support senior CSMs in preparing for and following up on Quarterly and Executive Business Reviews (QBRs and EBRs).
• Attend and help coordinate regular check-in calls with customer representatives.

2. Value Realization & Success Strategy

• Assist in developing customer Success Plans, tracking goals, KPIs, and milestones alongside a senior CSM.
• Monitor product adoption, usage trends, and health scores, flagging risks for manager review.
• Support adoption efforts by coordinating training sessions and sharing enablement resources with customers.

3. Account & Renewal Coordination

• Track upcoming renewals and key contractual usage metrics for assigned accounts.
• Support execution of simple, low-complexity renewals under senior CSM guidance.
• Assist Account Managers with data and coordination for strategic renewals and expansion opportunities.
• Maintain accurate records within the Logile Customer Success platform.

Job Requirements

• 1-3 years of experience in hotel or hospitality management, guest services, front office operations, reservations, or a related customer-facing hospitality role; prior exposure to customer success, account management, or client-facing software roles is a plus but not required.
• Comfortable communicating with customer stakeholders and internal teams in a professional, service-oriented manner.
• Familiarity with shift-based staffing, scheduling pressures, or service-level standards from a hotel/hospitality environment, with willingness to learn Workforce Management software concepts.
• Interest in transitioning hospitality operations experience into a technology/software customer success career.
• Ability to work effectively as part of cross-functional teams supporting software implementations.
• Good organizational, written, and verbal communication skills.
• Strong problem-solving mindset with willingness to escalate and ask questions appropriately.
• BS/BA diploma in Hospitality Management, Hotel Management, Business Administration, or similar.
• Working proficiency in MS Office Suite (including Excel, PowerPoint), or other reporting tools.