Client Success Manager

Job Description:

Client Success Manager

United StatesOnboarding Team /Full-time /Remote
Who We Are
Selfbook is a comprehensive payment infrastructure platform designed to help customers pay for their hotel reservations seamlessly and securely. Working in tandem with hotels’ existing booking engines, we simplify the booking process, securely verify transactions, and provide a unified payment flow aligned with leading partners across the hospitality ecosystem, including SynXis, SevenRooms, and Mindbody. By empowering hotels to accept one-click payments and drive more direct bookings, we are revolutionizing the hospitality industry one hotel at a time. The modern traveler’s answer to effortless hotel bookings, Selfbook is the future of travel.
About the Role
The company bringing hotel bookings into the 21st century, Selfbook is looking for an Executive Assistant to support our Co-founder & CTO. By joining our team, you will have the opportunity to grow the family of world-class hotels using Selfbook to simplify their payment and booking systems. Your job will be to provide day-to-day support to the Co-founder & CTO of the company. This dynamic position requires the ability to anticipate needs, think critically, and offer solutions to problems with a high level of professionalism and confidentiality. Our ideal candidate is organized, efficient, and has the ability to work in a fast-paced environment where priorities are constantly shifting. If you are passionate about tech, travel, and teamwork, this role is for you!

What You’ll Do

• Lead and manage new client implementations from kick-off to go-live, ensuring all timelines, expectations, and milestones are clearly communicated and met
• Manage customer support tickets, troubleshoot issues, and collaborate with internal teams to ensure timely and effective resolution
• Serve as a trusted advisor and advocate for clients by building strong, long-lasting relationships through regular communication, proactive problem-solving, and strategic guidance that aligns with their goals and Selfbook’s offerings
• Monitor key account metrics and platform usage to ensure clients are achieving value and identifying opportunities for deeper engagement
• Collaborate with cross-functional teams to ensure the successful delivery of client requirements and the continuous improvement of internal processes and playbooks
• Act as the point of escalation during implementation and post-launch phases, addressing issues with urgency and professionalism
• Track client activity and communication in systems such as Salesforce to maintain transparency and alignment across stakeholders

You’re Right for the Role If…

• You have of 3–5+ years of experience in customer success, account management, onboarding, or implementation roles, preferably in B2B SaaS or hospitality tech
• You have at least 1 year of hands-on experience in implementation or project management, with a proven track record of successfully managing timelines, stakeholders, and deliverables
• You possess strong project management skills and can effectively juggle multiple priorities across clients at different stages
• You are proactive, resourceful, and thrive in a fast-paced, evolving environment
• You’re an excellent communicator with strong interpersonal skills and a high level of professionalism
• You have a technical aptitude and are comfortable discussing platform functionality and integrations with both technical and non-technical stakeholders
• You’re confident leading meetings, presenting to executives, and driving alignment across internal and external teams
• You have experience using tools such as Salesforce, Notion, Sisense, and Google Analytics is a plus

Benefits

• Competitive Pay
• Unlimited PTO
• Comprehensive health coverage: Medical, dental, vision and life
• Remote/virtual work environment