CSM Operations Specialist at Reeco

Miami, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Jan, 26

Salary

0.0

Posted On

05 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Operations, Business Operations, SaaS Client Services, Excel, Google Sheets, Data Analysis, CRM Platforms, Problem-Solving, Analytical Skills, Organizational Skills, Collaboration, Communication, Project Prioritization, Automation Tools, Analytics Tools, SaaS Business Models

Industry

Hospitality

Description

Description About Us Welcome to Reeco, where we’re transforming the back-of-house tech for the hospitality industry. Think of it like this: while hotels are all about luxury and convenience, their operations are often stuck in the ‘90s. From emailing suppliers to doing inventory with pen and paper – it’s outdated, inefficient, and expensive. That’s where we come in! With the power of AI, we help streamline operations for top brands like Hilton, Marriott, Hyatt, and IHG, so they can focus on what really matters – delivering amazing guest experiences while keeping everything running like clockwork. Why Reeco At Reeco, we live by our core values, which we call Heartt: Humility, Excellence, Ambition, Respect, Transparency, and Trust. We believe that by putting both heart and mind into everything we do, we can transform the hospitality industry. We’re on a mission to provide simple, powerful solutions for our customers with the same dedication they put into serving their guests. 🚀 Join us and help build the future of hospitality tech! Customer Experience Operations Specialist What You’ll Do Team & Cross-Functional Collaboration Partner with CSMs to support ongoing customer success activities, including renewals and expansions. Collaborate with Ops, R&D, Product, and Support teams to resolve issues and share client feedback. Coordinate with Finance and Sales on renewal forecasting and account health alignment. Reporting, Insights & QBRs Assist in building dashboards and reports to track account health, renewal risk, expansion opportunities, and usage metrics. Provide actionable insights to CSMs and leadership to drive retention and growth strategies. Support Quarterly Business Reviews (QBRs) by preparing account performance data, visualizations, and client-ready decks. Automation & Quality Design and implement workflow automations to reduce manual overhead for CSMs. Monitor data accuracy and process quality, ensuring a consistent client experience. Platform Administration (Non-Engineering) Maintain Customer Success platforms and ensure integrations with other tools function properly. Configure playbooks, templates, and workflows to support scalable account management. Issue Triage & Fix-Forward Act as a triage point for operational and client-facing issues. Implement fix-forward processes to resolve problems quickly while preventing recurrence. Support escalation workflows for product defects or engineering fixes. Data Migration & Integrations Support initial data migrations and first-time client integrations post-onboarding. Ensure seamless transitions from onboarding to ongoing success operations. Renewal & Expansion Support Provide operational support for renewal and upsell motions. Ensure accurate tracking of renewal cycles, health scores, and expansion opportunities. Assist in building renewal playbooks and QBR follow-up actions that drive expansion. Requirements Who You Are Mandatory 2–3 years of experience in Customer Success operations, business operations, or SaaS client services. Strong proficiency in Excel or Google Sheets (pivot tables, advanced formulas, data analysis). Hands-on experience with customer success or CRM platforms (HubSpot and Totango). Excellent problem-solving, analytical, and organizational skills. Strong collaboration and communication abilities across multiple teams. Ability to prioritize multiple projects in a fast-paced environment. Nice to Have Familiarity with automation tools. Experience with analytics or BI tools. Knowledge of SaaS business models, renewals, and expansion workflows. Perks & Benefits Competitive Salary and Benefits: A competitive salary package and comprehensive benefits, including health insurance, retirement plans, and paid time off. Growth Opportunities The opportunity to grow with a fast-paced startup and take on increased responsibilities as we expand. Innovative Environment: Work with a talented and passionate team dedicated to transforming the hospitality industry through technology. A dynamic office in Miami, FL, offering high-end amenities and perks for all of our employees How to Apply Ready to join a company where your work has real impact? Send us your resume, and don’t forget to share why Heartt resonates with you! At Reeco, we believe in working smart, staying humble, and always bringing our best. Let’s change the future of hospitality together. Only Qualified leads will be answered.

Responsibilities

The CSM Operations Specialist will partner with Customer Success Managers to support customer success activities and collaborate with various teams to resolve issues. They will also assist in building reports and dashboards to track account health and provide insights for retention and growth strategies.