BnBerry

Customer Success Manager

• Lead and develop a combined team of Account Managers and Onboarding Specialists with a focus on driving revenue impact and faster client activation.
• Provide coaching, mentorship, structured feedback, and performance reviews.
• Manage capacity planning, account distribution, and resource prioritization across high-volume portfolios.
• Foster a culture of ownership, proactive communication, and revenue-driving execution.
• Own the full onboarding program with the explicit goal of fast, high-quality go-lives that accelerate revenue and bookings for both the company and hotel clients.
• Build and optimize onboarding playbooks, timelines, templates, and communication flows that shorten time-to-value.
• Work cross-functionally with Product, Engineering, and Operations to remove implementation barriers quickly.
• Ensure smooth handoff from Sales → Onboarding → Customer Success to protect revenue flow and client activation.
• Oversee client performance outcomes, ensuring hotels achieve measurable improvements in bookings, revenue, product adoption, and satisfaction.
• Build deep, strategic relationships with senior stakeholders across multi-property hotel groups.
• Identify at-risk accounts early and lead the team in executing corrective action plans that protect revenue.
• Use data-driven insights to improve performance, usage, and revenue impact across the portfolio.
• Own retention, renewal strategy, and multi-property contract expansions with a focus on increasing recurring revenue and maximizing lifetime value.
• Negotiate rates, extensions, and upsell/cross-sell opportunities tied to performance growth.
• Monitor account health to uncover revenue signals and expansion triggers.
• Forecast renewal and upsell revenue, providing accurate insights to the Board.
• Develop and execute customer engagement campaigns that drive higher adoption, increased bookings, and greater long-term stickiness.
• Oversee strategic, data-driven QBRs that highlight revenue impact, performance trends, and new growth opportunities.
• Build communication frameworks, newsletters, update cycles, and proactive outreach that keep clients informed and engaged.
• Design and refine scalable processes for onboarding and customer success that accelerate revenue realization.
• Develop dashboards, reporting, and KPIs that tie directly to revenue, bookings, onboarding speed, and customer growth.
• Collaborate with Sales, Support, Product, and Marketing to align customer goals with company revenue targets.
• Lead escalations and crisis management with a focus on stabilizing accounts and protecting revenue continuity.

Head of Customer Success – Implementation

Chief of Staff

• **What You’ll Do ****• Own and drive key follow-ups, meeting upkeep (agendas, transcripts, templates), and execute company-changing initiatives.**• Attend leadership meetings to ensure all reports, action items, and templates are produced, tracked, and available for leadership review. **• Proactively follow up on decisions, agreements, and priorities; drive accountability with department heads and leadership. **• Help design, implement, and enforce company workflows for reports, projects, and meetings. **• Coordinate resource requests from across the business and support strategic initiatives with the CEO. **• Maintain consistency and transparency in routines, metrics, and reporting—ensuring every action is tracked and delivered. **• Collaborate with consultants as needed to upgrade processes and automate reporting.