What we’re all about: 

SHR is part of Access Group's Hospitality division, delivering innovative B2B SaaS solutions to the hospitality industry. We provide a comprehensive suite of products including distribution, digital marketing, CRM, and revenue management solutions to small-to-medium hotel groups, casinos, and large independent hotels across the Americas.

As part of Access Group's commitment to becoming a top performer globally, we're focused on delivering exceptional customer experiences that drive measurable business outcomes and long-term partnerships.

About you: 

This is a strategic, high-impact role focused on delivering a personalized, high-touch experience to our most valuable Premier customers. As a Premier CSM, you'll own the relationship with the customers, driving measurable business outcomes through proactive engagement, strategic consultation, and value realization.

You'll manage a portfolio of Premier customers ensuring they maximize value from our hospitality solutions while achieving their key business outcomes. This role is critical to protecting Gross Revenue Retention (GRR), supporting Net Revenue Retention (NRR), and building customer advocacy.

Day to day you will: 

Strategic Customer Partnership

• Own end-to-end customer relationships for Premier SHR customers, serving as their primary point of contact and trusted advisor
• Conduct strategic kick-off meetings for new Premier customers, establishing success frameworks and mutual expectations
• Lead quarterly business reviews (QBRs) to track progress, demonstrate value, and identify growth opportunities
• Partner with customers to define, document, and track key success outcomes through Success Action Plans (SAPs) to deliver measurable outcomes.
• Apply the LASER model (Land, Adopt, Service, Expand, Renew) to drive customer lifecycle success
• Demonstrate ongoing value realization and ROI from SHR solutions
• Adopt a consultative approach, providing strategic recommendations on product usage, feature adoption, and service optimization
• Drive adoption and expansion across all SHR products through strategic upselling where appropriate

Cross-Functional Collaboration

• Work with Support teams to ensure premier-level case resolution and customer experience
• Coordinate with Product teams to share customer feedback and influence roadmap priorities
• Support Marketing initiatives including case studies, testimonials, and advocacy programs

Renewal & Growth

• Own the renewal process for assigned Premier accounts, ensuring retention is the natural outcome
• Identify and develop expansion opportunities including additional products, services, and Flexpoints consumption
• Maintain renewal risk assessment (ATR) and implement treatment plans for at-risk customers
• Track and report on key metrics including NPS scores, customer health, and success outcome achievement

Data integrity / Salesforce

• Maintain detailed customer records in Salesforce, including all interactions, success plans, and outcome tracking
• Log all customer engagements as events with proper categorization (CSM Kick Off, CSM Reviews)
• Ensure customer contact information is current - including NPS contacts
• Provide regular updates to leadership on account status, risks, and opportunities
• Understanding of hospitality industry operations, challenges, and key performance indicators
• Familiarity with distribution, revenue management, CRM, and digital marketing concepts
• Proficiency with Salesforce CRM and related customer success platforms
• Comfortable with data analysis and reporting tools

Communication & Presentation Skills

• Outstanding verbal and written communication abilities
• Experience creating and delivering executive-level presentations
• Ability to facilitate productive meetings and workshops
• Skilled in value-based conversations and outcome-focused discussions

 Your skills and experience include:

Required Qualifications

• 3+ years of customer success, account management, or client relationship management experience
• Experience in B2B SaaS environments, preferably within hospitality or related industries
• Proven track record of managing strategic, high-value customer relationships
• Demonstrated success in driving customer outcomes and managing renewal processes

Applicants must be authorized to work in the U.S. without sponsorship from the employer for this opportunity.

What does Access offer you?

We are a growing software company, and we deliver what we say we do! We take the development of our people seriously and we will work with you to carve out your success plan and provide opportunities to accelerate your career and make a real difference.

If you join our team, you’ll soon discover that we excel at building strong, enduring relationships, including those with our employees. On top of a competitive salary, you’ll receive the following benefits and much, much more:

• 22 days paid time off
• 11 company paid holidays
• Medical, dental & vision insurance
• 401(k) with 5% company match
• Short-term and long-term disability insurance
• Parental leave for birthing and non-birthing parents
• Flexible work environment

Compensation: The anticipated base salary for this position is expected to be up to $80,000 annually. Final compensation will be determined based on a variety of factors, including location, qualifications, experience, and skill set. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy.

The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable federal, state, or local law.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let’s make a difference together.