Customer Success Manager

Fullsteam

Customer Success Manager providing solutions for hospitality clients using WebRezPro. Managing client relations and troubleshooting system issues to enhance customer satisfaction.

Posted 5/27/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$57,000 - CA$80,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide clients with detailed product and service information
Independently resolve product and service problems to achieve complete customer satisfaction through phone, email and live chat
Manage a client group to address retention
Communicate technical, high-level customer service issues to the development and leadership team and works in collaboration to resolve these issues
Work in partnership with software development to analyze system techniques and procedures, provide feedback to developers, including consulting with end users to determine hardware, software, or system function needs
Serve as the primary point of contact for assigned hospitality clients using WebRezPro
Identify churn risk signals and proactively work with clients to stabilize and optimize system usage
Independently troubleshoot and resolve PMS issues related to reservations, rates, availability, folios, payments, and reporting
Guide hotel staff on best practices for front desk, reservations, housekeeping, and night audit workflows
Conduct live and recorded training sessions tailored to hotel and lodging operations
Support and coordinate integrations with third-party hospitality systems such as OTAs and channel managers
Partner with Product and Software Development teams to escalate bugs and test fixes
Translate customer feedback from hoteliers into actionable product insights
Maintain clear written and video documentation specific to hospitality use cases
Track and document client interactions, feature requests, and support trends
Independently provides support to clients by making decisions regarding the best course of action for both the client and the company
Acts as consultant with clients on operational guidance and provides advice based on direct experience and/or experience with other clients
Communicates new release features to production
Manages communication for customer account needs
Independently works to resolve customer complaints/problems

Requirements

What you’ll need

Exceptional communication, listening, and interpersonal skills
Strong problem-solving, troubleshooting, and critical thinking skills
High level of empathy with a customer-first mindset; ability to handle difficult situations professionally
Strong time management and ability to manage multiple projects and priorities simultaneously
Proficiency with CRM tools and customer success platforms (e.g., HubSpot, Salesforce) and comfort documenting interactions/trends
Familiarity with SaaS business models, subscription-based services, and retention/churn concepts
Technical aptitude with software platforms; comfort with POS hardware and cloud-based systems
Ability to translate technical concepts into user-friendly guidance, training, and documentation
Proactive, self-starter approach with strong ownership and follow-through
Experience supporting hospitality or lodging operations (e.g., reservations, front desk, inventory/availability, billing) preferred

Benefits

Comp & perks

Medical
Extended Health and LTD plan
Dental
Vision
RRSP (with employer match)
Health Spending Account
Flexible paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingproblem-solvingtechnical aptitudecustomer successdocumentationtrainingsystem analysisintegration supportPMS issuesSaaS

Soft Skills

communicationlisteninginterpersonal skillsempathytime managementcritical thinkingproactiveself-starterownershipfollow-through