Customer Success Manager

Are you passionate about digital marketing and driven to help customers succeed? Do you take pride in delivering exceptional value and building lasting relationships? If so, we invite you to join our mission, where our clients' success is our success.As a Customer Success Manager – Hospitality Segment, you’ll work with a portfolio of Milestone’s esteemed hospitality clients. In this role, you’ll be responsible for ensuring your customers achieve meaningful business outcomes through Milestone’s digital marketing solutions, driving satisfaction, retention, and account growth.You will build long-term, trusted relationships and help clients unlock the full value of their investment in Milestone. Your mission is to make each customer in your portfolio wildly successful, turning them into long-term partners and strong brand advocates. You’ll also collaborate with your manager on shared accounts, focusing on strategic planning and customer satisfaction.Beyond being a trusted advisor, you’ll serve as a customer advocate, communicating key needs and opportunities across internal teams to ensure every customer receives the best support possible.If you’re equal parts strategic thinker and creative problem solver, this is the role for you.

What will you do?

• Collaborate with clients to define key goals and performance indicators that align with their digital marketing objectives.
• Ensure internal alignment on client objectives by partnering with cross-functional Milestone teams to develop and execute omnichannel strategies.
• Monitor client progress toward goals and drive outcomes across adoption, usage, ROI, customer satisfaction, and engagement.
• Conduct strategic performance review calls with assigned clients to assess needs and refine digital marketing strategies.
• Gather customer feedback and communicate with internal Milestone teams to shape operational strategies and product roadmap.
• Build and maintain strong relationships with stakeholders at all levels — including decision-makers, influencers, and operational teams.
• Act as a customer advocate, ensuring timely resolution of issues by coordinating with internal teams as needed.
• Communicate Milestone’s value proposition and solutions effectively to a range of client audiences, from executives to frontline teams.
• Educate customers on the value they can generate from the power of their Milestone solutions.
• Achieve timely contract renewals and opportunities for upsell/cross-sell working with the sales team as needed.
  

What are we looking for?

What are the requirements?

• Location: India (Remote)
• Bachelor’s degree
• Analytical problem solver with critical thinking capability
• Experience: eCommerce or Digital Marketing, Hospitality industry (lodging, dining, tourism), account management
• Preferred Candidates: Digital Strategists, SEO Strategist, Growth Marketing Specialist, Digital Marketing Managers, eCommerce Managers, Customer Success Manager, Paid Media knowledge
• Ability to travel, if needed.
  

Are you passionate about customer success?

3+ years’ experience in a customer-facing position preferably in a CSM role or account management role, including customer retention, contract renewals, upselling, and performing business reviews.

Are you a Search expert?

Solid understanding and experience developing campaign strategies using multiple digital marketing channels especially Search (SEO & SEM), Content, and website optimization.

Do you like story-telling?

Excellent communications skills, both written and verbal, with the ability to communicate value. Ability to deliver effective presentations, group facilitation, and one-on-one consultation.

Do you have experience in the hospitality industry?

Our ideal candidate will have experience working in the hospitality industry, preferably in digital marketing, marketing, eCommerce, revenue management, etc.

Do you have a logical mind?

• Be able to analyze digital performance metrics to present value to customers
• Excellent organization and project management capability
• Excellent time management skills
• Track record in building and maintaining strong, trusting relationships with a diverse set of internal and external constituencies including decision-makers and functional teams