IDeaS Success Manager

Overview

In this role you drive long-term client value as the trusted advisor for IDeaS solutions in hospitality. You will manage post-sale onboarding, adoption, and retention while aligning client goals with company objectives. You’ll address challenges proactively, monitor ROI via NPS and usage metrics, and collaborate cross-functionally to smooth implementation and maximize solution impact. This is a chance to shape client outcomes at scale in a dynamic SaaS environment.

Responsibilities

• Manage post-sale client relationships, supporting onboarding and implementation
• Drive retention through proactive engagement and ongoing support
• Establish trusted advisor relationships to demonstrate ongoing value of IDeaS products
• Create tailored action plans to resolve issues and improve satisfaction
• Own client success metrics (NPS, ROI visibility) and client outcomes
• Address support challenges with documentation and clear solution options
• Monitor client usage and configuration changes; recommend improvements
• Facilitate change management and ensure adoption of new features and releases
• Collaborate with internal teams to ensure smooth implementation and adoption of products
• Maintain up-to-date expertise in IDeaS solutions and their business applications
• Represent client voice to drive product and process improvements
• Mentor new team members and participate in client events as applicable

Key requirements

• 5+ years of business experience in client success, ideally in SaaS, hospitality, revenue management, or hospitality technology
• Fluent in French and English
• Strong data and analytical skills to interpret and present quantitative and qualitative information
• Good technical knowledge with understanding of system integrations
• Proactive problem-solving, escalation management, and risk mitigation
• Ability to manage escalations, provide workarounds, and co-create solutions
• Strong commercial insight and understanding of client goals and revenue drivers
• Excellent written and verbal communication skills; professional in English; able to present to diverse stakeholders

• customer-centric
• proactive trouble-shooting
• clear communicator
• data analysis and interpretation
• systems integrations
• change management

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