Customer Success Manager, Hotels

DescriptionAbout Sadie Sadie is a 24/7 voice AI agent built for the hospitality industry. Acting as an always-on extension of the hotel or restaurant team, Sadie instantly answers guest calls, shares property information, provides real-time availability and rates, and seamlessly books and manages reservations. Headquartered in Montreal and owned by Valsoft, Sadie is on a mission to transform how hospitality connects with guests—making every interaction effortless, personal, and revenue-generating. For more information, visit heysadie.ai. Sadie hotel division is transforming how hotels communicate with guests using AI powered voice technology. Our platform answers inbound calls 24-7, manages bookings, captures upsell opportunities and integrates with major hotel systems across the globe. About The Role As our founding Customer Success Manager in the Australian market, you’ll be the face of Sadie to our Hotel partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You’ll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness. What You Will DoCustomer Onboarding & Implementation

• Manage the end-to-end onboarding of new hotel partners
• Set clear expectations, provide training, and ensure full system adoption
• Collaborate with integration and support teams to deliver a fast, smooth go-live

Ongoing Relationship Management

• Act as the main point of contact post-onboarding
• Build trust and strong working relationships with hotel operators and managers
• Monitor customer health and proactively address issues before they escalate

Voice of Customer & Feedback Loops

• Proactively gather, track, and analyze customer feedback
• Identify patterns, surface pain points, and advocate for customer needs internally
• Collaborate with Product and Engineering to prioritize improvements based on feedback

Process Development & Internal Collaboration

• Help document and improve scalable customer success playbooks
• Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
• Develop new initiatives and support programs to improve retention and satisfaction

Retention & Growth

• Ensure customers understand the full value of Sadie and how to use all relevant features
• Identify upsell opportunities or new integrations that add value
• Support expansion and referrals within multi-location groups

What You Bring

• Have 3+ years of experience in a customer success, account management, or hospitality tech role
• Previous experience as a front desk hotelier or manager
• Are highly organized, empathetic, and customer-obsessed
• Love building relationships and solving problems
• Have strong written and verbal communication skills
• Are comfortable working in fast-moving environments with competing priorities