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Lead and build a Customer Success organization to drive retention and revenue growth by partnering with Sales, Product, and Engineering teams. | Over 7 years in Customer Success or SaaS leadership with at least 3 years managing customer-facing teams and proven renewal and expansion ownership. | COMPANY DESCRIPTION Visual Matrix is building the hospitality technology platform of choice. We help hotels maximize revenue, improve operations, and deliver exceptional guest experiences through innovative hospitality technology. Our culture is customer-centric, collaborative, entrepreneurial, and built on a builder mindset. We move quickly, solve problems together, and empower our people to make an impact. JOB DESCRIPTION Visual Matrix is looking for a Director of Customer Success to build and lead our Customer Success organization from the ground up. This leader will establish a proactive, commercial Customer Success organization responsible for customer retention, GRR, NRR, renewals, expansion revenue, customer health, and long-term customer value. You'll recruit, coach, and develop a team while partnering across Sales, Product, Engineering, and Support to improve customer outcomes. You're Excited About This Opportunity Because You Will: Build the Customer Success organization from the ground up. Recruit, coach, and develop a high-performing team of Customer Success Managers. Own GRR, NRR, renewals, expansion revenue, and customer health. Implement customer health scoring, playbooks, KPIs, and forecasting. Partner with Sales, Product, Engineering, and Support to improve customer outcomes. Champion AI and automation to improve productivity and customer engagement. Identify expansion opportunities across products and customer portfolios. Create scalable processes that support company growth. We're Excited About You Because: 7+ years of Customer Success, Account Management, or SaaS leadership experience. 3+ years leading customer-facing teams. Experience owning renewals, retention, and expansion revenue. Builder mindset with experience creating scalable CS processes. Strong executive communication and coaching skills. Comfortable using AI to improve productivity and decision making. Thrive in fast-paced, entrepreneurial environments. Compensation and Benefits Base Salary Range: $145,000- $165,000, part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay. Location Remote, United States.

Manage a portfolio of high-value customers to drive product adoption, retention, and expansion opportunities while acting as a trusted advisor through business reviews and cross-functional partnership. | Requires 3+ years of B2B SaaS customer-facing experience with proven renewal and executive relationship management; hospitality technology experience is a plus. | COMPANY DESCRIPTION Visual Matrix is building the hospitality technology platform of choice. We help hotels maximize revenue, improve operations, and deliver exceptional guest experiences through innovative hospitality technology. Our culture is customer-centric, collaborative, entrepreneurial, and built on a builder mindset. We move quickly, solve problems together, and empower our people to make an impact. JOB DESCRIPTION Visual Matrix is looking for a Customer Success Manager to own the long-term success of an assigned portfolio of high-value customers. You will drive product adoption, retention, renewals, and expansion opportunities while serving as a trusted advisor to your customers. You'll proactively manage customer health, partner cross-functionally with Sales, Product, Engineering, Support, and Implementation, and help customers realize measurable business value from the Visual Matrix platform. You're Excited About This Opportunity Because You Will: Manage a portfolio of high-value and high-potential customer accounts. Own renewals and develop proactive renewal strategies. Identify and drive expansion opportunities across your assigned accounts. Conduct regular business reviews and success planning sessions. Monitor customer health and proactively mitigate churn risk. Partner with Product, Support, Sales, and Implementation to deliver an exceptional customer experience. Maintain accurate customer data and account plans using CRM and customer success tools. Use AI and analytics to identify trends, prioritize work, and improve customer outcomes. We're Excited About You Because: 3+ years of Customer Success, Account Management, or related B2B SaaS customer-facing experience. Experience managing renewals and executive customer relationships. Strong communication, presentation, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Hospitality technology, PMS, or hotel software experience is a plus. Comfortable using AI to improve productivity and decision making. Thrive in fast-paced, entrepreneurial environments. Compensation and Benefits Base Salary Range: $70,000- $100,000, part of a competitive total rewards package including an annual bonus, employer-paid benefits, L&D stipend and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay. Location Remote, United States.