The Customer Success team is the first line of contact for merchant customers. As the Customer Success Manager (CSM), oversee a team of Customer Success Specialists, who are product experts and problem solvers, and train customers on how to set up workflows in the product, and help users troubleshoot issues. Inform product development by proactively contributing insights from customer interactions.

As an Onboarding Specialist, take ownership of the customer upon subscription, guiding the customer in the account and connections set-up, and follow-up on a regular basis to upsell product features and plan. Onboard new customers by assisting them in setting up their Lodgify account and training on the system.

The Customer Service Trainer will be responsible for training and coaching customer-facing roles within the Accounting Team, primarily accountants transitioning into customer-facing responsibilities. This role will also work closely with the Operations Excellence Team to define, document, and implement Standard Operating Procedures and best practices for customer service.