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Ontopo is looking for a commercially minded, proactive Customer Success Manager to manage and grow a portfolio of leading hospitality businesses.
This is not a technical support role.
Your mission is simple:
Help our customers generate more reservations, maximize the value of Ontopo, retain existing revenue, and identify new growth opportunities.
What you'll do
Build strong relationships with restaurant owners, senior managers, and key decision-makers.
Manage a portfolio of approximately 150 customers across Strategic and Growth tiers.
Proactively analyze customer performance and identify ways to increase reservations.
Develop a deep understanding of Ontopo's marketing products and business solutions.
Identify churn risks early and build effective retention plans.
Increase adoption of relevant Ontopo products and features.
Identify and qualify upsell and cross-sell opportunities for the Sales team.
Monitor account health, engagement, campaign performance, and growth potential.
Stay informed about significant technical issues affecting your customers, while all technical execution remains with the Support team
Strategic Accounts
Up to 60 high-value customers per CSM receive hands-on, proactive account management.
Maintain direct relationships with owners and senior management.
Conduct regular business reviews.
Build clear growth plans.
Maximize reservations and campaign performance.
Drive product adoption.
Identify risks and expansion opportunities early.
Growth Accounts
The remaining portfolio is managed through a scalable, data-driven approach focused on:
Retention
Growth
Product adoption
Identifying customers with higher commercial potential
How Success Is Measured
Customer and revenue retention
Portfolio revenue growth
Product and feature adoption
Qualified sales opportunities
Customer health and engagement
Strong relationships with key decision-makers
Who We're Looking For
Strong business and commercial mindset
Excellent relationship-management skills
Comfortable working directly with business owners and senior decision-makers
Proactive and data-driven
Strong analytical and communication skills
Ability to identify business opportunities and customer risks
Experience in Customer Success, Account Management, SaaS, hospitality, or marketing is a strong advantage
Compensation
The compensation package includes:
Competitive base salary
Variable compensation linked to portfolio revenue
Retention performance
Product and feature adoption
Qualified sales opportunities
If you enjoy building strong customer relationships, understanding businesses deeply, and turning customer success into measurable growth — we want to meet you.