Customer Success Manager, Hotels
Skills
About the role
About Sadie
Sadie is a 24/7 voice AI agent built for the hospitality industry. Acting as an always-on extension of the hotel or restaurant team, Sadie instantly answers guest calls, shares property information, provides real-time availability and rates, and seamlessly books and manages reservations. Headquartered in Montreal and owned by Valsoft, Sadie is on a mission to transform how hospitality connects with guests - making every interaction effortless, personal, and revenue-generating.
For more information, visit heysadie.ai.
Sadie hotel division is transforming how hotels communicate with guests using AI powered voice technology. Our platform answers inbound calls 24-7, manages bookings, captures upsell opportunities and integrates with major hotel systems across the globe.
About the Role
As our Customer Success Manager in the Australian market, you’ll be the face of Sadie to our Hotel partners - responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You’ll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness.
What You Will Do
Customer Onboarding & Implementation
Manage the end-to-end onboarding of new hotel partners
Set clear expectations, provide training, and ensure full system adoption
Collaborate with integration and support teams to deliver a fast, smooth go-live
Ongoing Relationship Management
Act as the main point of contact post-onboarding
Build trust and strong working relationships with hotel operators and managers
Monitor customer health and proactively address issues before they escalate
Voice of Customer & Feedback Loops
Proactively gather, track, and analyze customer feedback
Identify patterns, surface pain points, and advocate for customer needs internally
Collaborate with Product and Engineering to prioritize improvements based on feedback
Process Development & Internal Collaboration
Help document and improve scalable customer success playbooks
Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
Develop new initiatives and support programs to improve retention and satisfaction
Retention & Growth
Ensure customers understand the full value of Sadie and how to use all relevant features
Identify upsell opportunities or new integrations that add value
Support expansion and referrals within multi-location groups
What You Bring
Have 3+ years of experience in a customer success, account management, or hospitality tech role
Previous experience as a front desk hotelier or manager
Are highly organized, empathetic, and customer-obsessed
Love building relationships and solving problems
Have strong written and verbal communication skills
Are comfortable working in fast-moving environments with competing priorities
Questions about this role
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