Customer Success Manager

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.

• Protect and grow existing customer revenue.

• 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.

You will be expected to:

• 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.