Title: customer success manager – hospitality
employment type: full-time contract
work hours: 8:00 am – 6:00 pm central time
travel: up to 20% (valid u.s. Visa & passport required)
department: promotion customer success – hospitality mid-market
about milestone:
for over 25 years, milestone has been a leading digital marketing software and services provider for location-based businesses. Milestone helps businesses create, organize, and amplify their digital information by enhancing their digital presence to make information more accurate, consistent, and visible. We do this with an omnichannel digital presence platform and add to it as much or as little design and service as businesses need to help them engage everywhere their customers are.
over 2,000 companies in the hospitality, retail, financial services, and automotive industries rely on milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short-listed 3 consecutive years for the us search awards, and won search engine land's prestigious "best overall seo-sem campaign" in 2018, and “best use of search” in 2019. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of silicon valley business journal's fastest-growing companies and an inc. 5,000 company.
role overview:
the customer success manager (csm) – hospitality is responsible for driving customer retention, expansion revenue, and measurable digital marketing performance for a portfolio of mid-market hospitality accounts.
this role combines strategic consulting, revenue ownership, digital marketing expertise, and cross-functional leadership. The csm acts as a trusted advisor to clients while ensuring internal execution aligns with customer goals.
success criteria (first 12 months)
a successful candidate will:
* achieve and exceed renewal rate and net revenue retention (nrr) targets
* successfully manage a portfolio of 40+ hospitality clients
* drive measurable roi improvements across paid campaigns, seo, and website performance
* identify and close upsell opportunities within assigned accounts
* maintain strong customer health scores and reduce churn risk
* deliver strategic business reviews that translate performance data into growth plans
* demonstrate leadership in cross-functional collaboration across product, marketing, and services teams
* operate effectively in a fully remote, multicultural environment aligned to central time
key responsibilities:
* own a portfolio of 40+ mid-market hospitality accounts
* drive contract renewals and expansion revenue
* identify upsell and cross-sell opportunities in collaboration with sales
* manage customer portfolios with clear revenue accountability
* monitor account health and proactively mitigate churn risks
2. Digital marketing & performance leadership
* guide clients across:
* seo and content optimization
* website performance and conversion optimization
* hospitality customer journey improvements
* analyze performance using:
* google analytics
* google search console
* translate analytics and performance data into actionable business recommendations
* support adoption of ai-driven platform features
3. Relationship management & client advocacy
* build executive-level relationships with decision-makers
* serve as primary point of contact and strategic advisor
* conduct strategic business reviews and performance presentations
* align client objectives with internal teams
* escalate and resolve challenges proactively
4. Cross-functional leadership & agile execution
* collaborate with product, marketing, engineering, and services teams
* work within scrum and agile methodologies
* ensure projects are delivered on time and aligned with kpis
* lead internal teams to meet client deadlines and expectations
ideal candidate profile:
you are:
* revenue-driven and customer-obsessed
* analytical and data-oriented
* experienced in multicultural, remote environments
* skilled at translating marketing performance into executive-level strategy
* proactive, organized, and deadline-oriented
required experience & qualifications:
bachelor’s degree in engineering, marketing, business administration, or related field
5+ years of experience in customer success, key account management, or revenue management within:
* digital marketing agencies
* paid campaigns
* upsells and contract renewals
experience in tech companies focused on web development:
intermediate knowledge of:
* google analytics & google search console
* hospitality customer journey
basic knowledge of ai concepts and ai-driven marketing tools
strong leadership skills to manage internal teams and client stakeholders
familiarity with scrum and agile methodologies
strong english and spanish communication skills (verbal and written)
prior experience working remotely on a fixed full-time schedule
must be based in mexico
valid u.s. Visa and passport
willingness to travel up to 20%
key focus areas:
* customer retention and account expansion
* digital marketing performance optimization
* executive-level relationship building
* cross-functional collaboration and seamless execution
* long-term customer loyalty and advocacy
kpis & performance metrics:
* renewal rate and retention percentage
* net revenue retention (nrr) and expansion revenue
* customer health and adoption metrics
* portfolio growth and upsell performance
* customer satisfaction and referenceability
* customer health & adoption metrics
* churn rate reduction
what we offer:
* competitive compensation and performance-based incentives
* remote-first, flexible work environment
* opportunity to work with leading hospitality brands
* career growth within a stable, high-growth organization
* collaborative, innovative, and customer-centric culture
why milestone:
seo-first platform leadership | award-winning digital expertise | customer-centric culture | ai-driven innovation | proven growth and long-term stability
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