Regional Market Manager, Customer Success(West)

All potential candidates should read through the following details of this job with care before making an application. Butler Hospitality is on a mission to build the travel platform of the future by maximizing existing infrastructure and powering connections through data and experience. We support our hotel partners and their teams, currently serving over 50,000 keys in cities like New York City, Miami, Chicago, San Francisco, Washington, D.C., and Denver. We aim to serve an additional 200,000 keys across 12 markets by 2023, indicating major growth. Reporting to: Director of Customer Success We are seeking a Regional Market Manager to lead Customer Success Managers across San Francisco, Los Angeles, and Denver. You will be responsible for hiring, training, managing, and developing the team, acting as a bridge between the CSMs and senior leadership to manage escalations, standardize practices, and execute strategic initiatives to maximize customer lifetime value. This is an exciting opportunity in a growth-mode company to build new processes and help our business and customers excel. We value a customer-first approach and passion for hospitality and partner/guest experiences. WHAT YOU'LL DO Manage, mentor, and grow a team of high-performing Customer Success Managers across the Western US Develop SOPs, best practices, and innovative programs to promote hotel partner value and customer retention in multiple markets Utilize data to measure results and drive team outcomes around customer and consumer growth opportunities Handle resource planning and performance measurement for the team Enhance lifetime value through increased product adoption, customer satisfaction, and health scores Improve market intelligence through industry, category, and competitive analysis Present team metrics, insights, and progress in regular meetings Collaborate with leadership to refine customer health scores, create data-driven action plans, and develop proactive customer strategies Implement and iterate on a best-in-class customer experience to support growth and success Foster a company-wide culture of Customer Success, aligning priorities with overall company performance Promote collaboration within the team and across departments ABOUT YOU You are agile, motivating, customer- and team-obsessed, with natural coaching skills. Passionate about hospitality and travel, you aim to innovate the industry through technology and operations. You communicate confidently, are data-driven, results-oriented, and accountable. You operate with a growth mindset, focusing on KPIs and the collective goal. You aspire to transform traditional Account Management into a strategic function aligned with our Customer Success vision. QUALIFICATIONS 2+ years of people management and talent development experience with a performance-focused leadership style Experience in senior Customer Success, Account Management, or Sales Operations/Strategy roles Proven success in scaling organizations during hyper-growth Experience in F&B or Hospitality is a big plus Strong understanding of Customer Success's role in driving partner value and revenue growth Excellent communication and relationship-building skills, with experience partnering with customers and internal leaders Experience using data (automation, technology, manual analysis) to identify opportunities and optimize success Ability to translate insights into actionable team strategies Data-driven, customer-first decision-making mindset, balancing quantitative and qualitative customer needs Strong strategic communication skills Experience with Salesforce is required; Tableau experience is preferred COMPENSATION & PERKS Competitive salary, performance bonus, and equity options Flexible time-off and working hours (Unlimited PTO) Medical, dental, and vision benefits 401K with company match Additional benefits: commuter, gym membership, hotel discounts Provided laptop, work phone, and tech budget Is your citizenship or employment eligibility suitable for this role? J-18808-Ljbffr

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