Regional Market Manager, Customer Success(West)

Skip To Job Description Butler is a venture capital backed start-up that creates an elevated room service & catering experience for hotels & their guests. We operate kitchens and, upon receiving orders, freshly prepare & deliver delicious meals to the rooms of participating hotels. By building a great team and using innovative technologies, Butler's goal is to continue delivering world-class experiences in NYC, NJ, Chicago, Denver, DC, Florida, California and additional markets! Grow with us. Regional Market Manager, Customer Success(West) San Francisco, CA Full Time Manager/Supervisor Share  ABOUT USButler Hospitality is on a mission to build the travel platform of the future by maximizing existing infrastructure and powering connections through data and experience – that process begins by supporting our hotel partners and their teams. We are currently serving over 50,000 keys (hotel rooms) in New York City, Miami, Chicago, San Francisco, Washington, D.C. and Denver; we are on track to serve an additional 200,000 keys across 12 markets by 2023. That is to say: major growth mode.Read More About Butler Here ABOUT THE ROLEReporting to: Director of Customer SuccessButler Hospitality is looking for a Regional Market Manager to lead a team of Customer Success Managers across our San Francisco, Los Angeles, and Denver markets. In this role, you will be responsible for hiring, training, managing, and developing members of the Customer Success team. You will also act as conduit between our CSMs and the Butler Senior Leadership team to manage escalations, standardize best practices and execute on strategic initiatives aimed at maximizing overall lifetime value of and for our customers. What’s especially exciting about joining a company in ‘growth mode’ is that you have the opportunity to build new processes and to help our business and customers excel in unforeseen ways. We are looking for someone who exhibits a customer-first approach and who is passionate about hospitality and our partner and guest experiences.WHAT YOU’LL DOManage, mentor, and grow a team of high-performing Customer Success Managers across the Western United States regionDevelop SOPs, best practices, and creative programming to promote hotel partner value and ensure customer retention across multiple marketsHarness the power of data to measure business results and drive team outcomes around customer and consumer growth opportunitiesMaintain responsibility for team resource planning and performance measurementInfluence future lifetime value through higher product adoption, customer satisfaction, and overall health scoresImprove market intelligence including industry, category, and competitive analysisParticipate in regular team meetings where you will be called to present your team’s metrics, insights, analysis and progressWork closely with Director of Customer Success and Butler leadership team to iterate on customer health scores, create prescriptive action plans driven by data insights, and develop a proactive customer journey strategyImplement, and be part of the iteration of, a best-in-class customer experience that will be a key driver and competitive advantage to Butler’s growth and successAdvocate a company-wide culture of Customer Success, defining customer success priorities and demonstrating the correlation to (successful) company performanceAct as a team player by fostering strong collaboration within the team and cross-functionally with other company stakeholdersABOUT YOUYou are agile, motivating, customer and team-obsessed, and possess natural coaching capabilities. You share our love of the hospitality and travel industry, and our hunger to improve it through technological and operational innovation. As a Regional Market Manager, you understand the importance of communicating information with confidence, clarity, and executing on follow through. You are data-driven,...