Customer Success Manager

Role Overview

Lead Customer Success will be responsible for driving strong client relationships, identifying new growth opportunities within existing accounts and ensuring successful roll out and adoption of TLC's products and services. The role demands a strategic, consultative and execution focused professional who can collaborate closely with cross functional teams including Tech, Digital and Product.

Responsibilities

Client Relationship Management & Opportunity Development

• Meet and engage with clients regularly to understand business needs, challenges, and upcoming opportunities.
• Conduct a targeted number of client meetings focused on exploring new business opportunities and solution enhancements.
• Serve as the primary point of contact, ensuring a consistent, positive client experience.

Revenue Growth from Existing Clients

• Drive revenue expansion by identifying cross-sell and up-sell opportunities across TLC's service portfolio.
• Present new solutions, value-added offerings, and custom services to increase client investment.
• Track account performance and ensure revenue targets are consistently met or exceeded.

Product / Service Rollout & Delivery

• Ensure timely and successful implementation of solutions in collaboration with Tech, Digital, and Product teams.
• Coordinate project timelines, manage deliverables, and ensure a seamless client onboarding and transition experience.
• Monitor rollout health and proactively resolve any issues or dependencies.

Post Implementation Reviews & Success Measurement

• Conduct structured reviews with clients to evaluate the success of new solutions.
• Capture measurable impact, client feedback, and recommendations for improvement.
• Report insights internally to inform product enhancements and future client engagements

Product Demos

• Deliver compelling demos to existing clients and prospective customers.
• Demonstrate product features, benefits, and use cases tailored to client needs.
• Support the sales team during pre-sales stages where required.

Training

• Conduct training sessions for new clients, ensuring they are fully equipped to use TLC platforms and services effectively.
• Create training materials, guides, and support resources as needed.
• Measure training success through adoption metrics and user engagement.

Additional Responsibilities

• Maintain accurate records of client interactions, opportunities, and progress in CRM tools.
• Collaborate with internal teams to drive continuous service improvements.
• Provide thought leadership, insights, and best practices to enhance overall client satisfaction and retention.

Experience

• 6 - 10 years of experience in Customer Success, Account Management, or Client Services from luxury background (preferably hotels).
• Proven experience in managing clients and driving revenue growth.
• Strong understanding of digital products, implementation processes, and customer lifecycle.
• Excellent communication, presentation, and relationship - building skills.
• Ability to manage multiple clients and projects simultaneously.
• Analytical mindset with the ability to conduct success reviews and generate insights