Customer Success Manager

Employment: Full-time Experience: Mid-Senior level Education: Bachelor's Degree Sadie is building technology for hospitality. Sadie is a 24/7 voice AI agent for hotels: it answers guest calls, shares property information, gives real-time availability and rates, and books and manages reservations. We're headquartered in Montreal and owned by Valsoft. You can find out more at heysadie.ai. We're looking for a Customer Success Manager to look after our hotel partners in the Australian market. You'll take each hotel from signed contract to live, then stay their main contact for as long as they use Sadie. The job combines hands-on implementation, day-to-day account management, and building the processes the team will rely on as we add hotels. You'll work closely with Product, Engineering, Partnerships, Sales, Support, and Marketing. AI should be part of how you work. Use it to research, draft, analyze, and automate. You're responsible for the quality of the result. What we value Sound judgement and attention to detail. Taking responsibility and finishing work without being chased. Understanding how a hotel makes money, and caring whether Sadie adds to it. Curiosity, and a willingness to change an approach that isn't working. The honesty to tell a customer or a colleague when something isn't good enough, including your own work. What you'll do Get new hotels live quickly and properly You'll run onboarding end to end for new hotel partners. That means setting clear expectations at kick-off, training the hotel's staff, and making sure they're using the full system once it's live. Go-live depends on Sadie connecting to the hotel's own systems. You'll work with the integration and support teams to get that done fast, and keep the hotel informed of where things stand at each step. A slow or messy go-live costs trust that takes months to earn back. You'll decide when a hotel is ready, and you'll raise problems early. Be the hotel's main contact after go-live Once a hotel is live, you're the person they call. You'll build working relationships with hotel operators and managers, most of whom are short-staffed and have little time for vendors. You'll monitor the health of every account: how Sadie is handling calls, whether bookings are coming through, and whether staff are still using it. When something looks off, you contact the hotel before they contact you. Bring the customer's view into the product You'll gather, track, and analyse feedback from your hotels and look for patterns across them. One complaint is a support ticket. The same complaint from six properties is a product problem, and you'll make that case to Product and Engineering with the evidence to back it. You'll help prioritize improvements based on what hotels and their guests experience. Guests never chose Sadie. If a call goes badly, the hotel wears it. Help hotels get full value and grow the account You'll make sure each hotel understands what Sadie can do and is using the features that matter to it. Where it adds value, you'll identify upsell opportunities and new integrations, and support expansion and referrals within multi-location groups. You'll work with Sales when an account is ready to grow. Your part is knowing each property well enough to say what would help it, and when a suggestion would only add cost. Write down how customer success works You'll help document and improve our customer success playbooks: onboarding steps, health checks, and escalation paths. You'll work with Sales, Product, Support, and Marketing to keep handoffs clean, and you'll develop new initiatives and support programmes that improve retention and satisfaction. What you write down for the hotels you onboard now becomes how the next ones are handled. What you'll bring At least 2 years of experience in customer success, account management, or a hospitality technology role. Experience working the front desk of a hotel, or managing one. You know what an unanswered phone during a busy check-in costs a property. Strong organization. You can run several onboardings alongside a full account list without dropping things. Empathy for operators, and an understanding of the pressure a hotel manager is under. Strong written and verbal communication, including training non-technical staff and explaining a delay plainly. You enjoy building relationships and solving problems, and you see each problem through to the fix. Comfort with competing priorities, such as a go-live, an unhappy account, and an internal project in the same week. You work independently and make decisions on your accounts without waiting to be told. You use AI tools in your daily work and check what they produce. Useful experience Onboarding or implementing software for hotels or restaurants. Working with property management systems, channel managers, or booking engines. Managing accounts within multi-property hotel groups. Being an early customer success hire and building processes from scratch. Working with voice, telephony, or AI products. Reservations or revenue management. Knowledge of the Australian hotel market. Who will enjoy this role You notice when a hotel's call volume drops, a manager stops replying, or the same issue comes up for the third time. You want to understand why, and you want to fix the cause. In one week you might train a hotel's night team, chase an integration issue with Engineering, write up a feedback pattern for Product, and help a hotel group decide whether to add a second property. Some of this is hard. The playbooks are still being written, so you'll often decide how something should work while you're doing it. Priorities shift. Much of the wider team works in other time zones, which means some early or late calls and a lot of written communication. And busy hotel operators will judge Sadie on the worst call of their week. Why this role matters Sadie is building technology for hospitality. Our hotel product answers inbound calls around the clock, manages bookings, captures upsell opportunities, and integrates with major hotel systems around the world. A hotel signs with Sadie because it's losing bookings to calls nobody picks up. Whether Sadie fixes that depends on onboarding, adoption, and someone paying attention after go-live. In Australia, that person is you. You'll own the relationship with our hotel partners, shape how customer success runs as we add hotels, and have the authority to change what isn't working.