Customer Success Manager

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.

The best hotels run on Shiji—day and night.

Job Summary:

The Customer Success Manager is responsible for building strong, long-term relationships with customers and ensuring they realize maximum value from Shiji’s hospitality technology solutions. This role drives customer engagement, product adoption, and sustained value by supporting customers throughout the post implementation lifecycle. As the primary advocate for our customers, the Customer Success Manager delivers strategic guidance, clear communication, and

a deep understanding of each customer’s operational, and business needs to help them achieve

measurable outcomes.

This role requires balancing product knowledge, business acumen, and interpersonal intelligence to navigate complex customer environments, build trust across diverse stakeholders, and ensure a positive and successful customer journey.

What You’ll Do:

• Build and maintain strong, long-term relationships with key stakeholders at both the property and corporate levels, serving as the primary point of contact and trusted advisor for assigned customers.
• Develop a deep understanding of each customer’s business objectives, operational workflows, and success metrics, aligning product usage and best practices to support their goals.
• Coordinate with implementation and support teams throughout post-implementation activities to ensure a smooth and successful handoff, acting as the internal customer advocate to drive adoption, product understanding, and value realization. Conduct regular customer check-ins, business reviews, and strategic planning sessions to monitor progress, identify opportunities, and recommend improvements.
• Navigate complex customer environments by understanding organizational dynamics, competing priorities and cross-departmental challenges.
• Monitor customer health and satisfaction, proactively identifying risks, addressing adoption gaps, and implementing strategies to prevent churn and support renewal readiness.
• Act as an escalation point for our customers, managing issues with professionalism, composure, and empathy, while coordinating resolution with the appropriate internal teams.
• Help customers differentiate between product limitations, process gaps, configuration challenges, and internal communication challenges, facilitating clear and constructive problem-solving.
• Collaborate closely with Support, Implementation, and Technical Account Management teams to ensure customers receive the right level of technical and operational processes.
• Advocate for the customer by sharing insights, trends or recurring challenges with internal teams to influence product enhancements and operational improvements.
• Lead customer meetings, business reviews, and best-practice sessions, both onsite and virtual to reinforce value and strengthen long-term partnership and engagement.

Minimum Qualifications and Competencies (knowledge, experience, and ability):

• Minimum three (3) years of professional experience in Customer Success, Account Management, or a client facing role within a SaaS environment.
• Hands-on experience in the hospitality industry, including the use of hotel technology such as Property Management Systems (PMS) and/or Point of Sales (POS) systems.
• Fluent in Spanish and English, with excellent written and verbal communication skills in both languages.
• Strong analytical and problem-solving abilities, with the capacity to develop effective, customer-focused solutions.
• Ability to work effectively both independently and as part of a collaborative team.
• Excellent organizational skills, with the ability to prioritize and manage multiple tasks and meet deadlines.
• Skilled in delivering presentations and leading discussions with customers and internal teams.
• Ability to understand and clearly explain technical and software-related concepts in simple terms.
• High emotional intelligence, with the ability to navigate interpersonal dynamics and build strong stakeholder relationships.
• Ability to remain calm, objective, and solution-focused when managing escalations or high-pressure situations.
• Strong ability to guide customer conversations productively and support alignment on the right solutions.