Client Success Manager
at UrVenue
ABOUT THE ROLE
Location: In-Office (Las Vegas, NV)
Reports to: VP of Client Expansion
UrVenue is seeking a Client Success Manager (CSM) with hospitality technology experience to own a portfolio of strategic client accounts and lead a team of Client Success Specialists. This role serves as a trusted advisor to clients, driving retention, expansion, and long-term platform adoption while building strong, executive-level partnerships.
The Client Success Manager owns account strategy, commercial outcomes, and overall accountability for client retention and revenue growth within their assigned book of business. This individual also directly manages and coaches a team of Client Success Specialists, who support day-to-day execution but do not carry account ownership or revenue targets of their own.
The ideal candidate is a relationship builder who combines strong leadership skills, hospitality technology expertise, and business acumen with a consultative approach to client relationships. This role requires the ability to balance people leadership, strategic account ownership, client advocacy, and commercial growth.
KEY RESPONSIBILITIES
- Team Leadership & Development: Lead, coach, and develop a team of Client Success Specialists, including hiring, performance management, workload prioritization, and professional growth.
- Strategic Account Ownership: Own a portfolio of strategic client accounts, building trusted executive relationships and driving account strategy, retention, and long-term value.
- Retention & Growth: Own client retention and expansion outcomes for the assigned portfolio, uncovering opportunities and guiding them through proposal, negotiation, and contract execution in partnership with Sales Operations.
- Client Advocacy & Business Reviews: Lead Executive Business Reviews, strategic planning sessions, and product demonstrations focused on business outcomes and platform value.
- Cross-Functional Collaboration: Partner with Product, Marketing, Sales Operations, and Operations to advocate for client needs, resolve escalations, and influence product enhancements.
- Operational Excellence: Oversee team performance, CRM accuracy, forecasting, and reporting across the assigned book of business.
QUALIFICATIONS
- Experience: 5+ years in Client Success, SaaS, hospitality technology, strategic account management, or a related client-facing role; 2+ years of leadership, coaching, or team management experience preferred.
- Leadership: Proven ability to coach, develop, and manage a team while creating a culture of accountability and collaboration.
- Client Relationships: Demonstrated success managing senior-level client relationships and influencing business outcomes.
- Commercial Acumen: Ability to uncover client business needs, recommend strategic solutions, and manage expansion opportunities within an existing portfolio.
- Communication: Exceptional presentation and relationship-building skills in both virtual and in-person environments.
- Technology: Comfortable with HubSpot CRM, Google Workspace, Microsoft Office, and learning new platforms quickly.
- Industry Experience: Hospitality experience within hotels, resorts, nightlife, entertainment, or hospitality technology strongly preferred.
YOU WILL SUCCEED IN THIS ROLE IF:
- You enjoy building strategic, executive-level relationships and serving as a trusted advisor to clients.
- You take ownership of your team's performance and your portfolio's retention and growth outcomes.
- You can balance coaching a team with hands-on strategic account work.
- You're comfortable creating and leading Executive Business Reviews and navigating complex client conversations.
- You collaborate effectively across teams to deliver client outcomes.
- You want to help build and scale a growing Client Success organization.
WHAT WE OFFER
- Flexible work life balance
- Benefit coverage including medical, dental and 401K
- Paid vacation
- A fun, vibrant office environment in Las Vegas with a smart and passionate team doing incredible things to disrupt the hospitality technology space
ABOUT US
Our Core Values
Hospitality for Hospitality - We serve hospitality operators with urgency, care, and professionalism, because we are part of the experience.
Own the Outcome - We take responsibility for outcomes from start to finish and ensure nothing falls through the cracks.
Operational Reality Matters - We build solutions that work in real hospitality environments, not ideal conditions.
Build What Scales - We build solutions that scale across venues and drive real revenue and operational impact.
Deliver What We Promise - We commit responsibly, take personal accountability, and deliver outcomes that create real value.
Bring the Energy - We bring creativity, curiosity, and positive energy to how we work and how we interact.
Operate as One Team - We operate as one team, aligned and focused on outcomes over ego or territory.
UrVenue is the leading hospitality technology platform that powers commerce, enhances the guest experience, and monetizes resort real estate by leveraging non-room inventory across all customer touchpoints in the booking and in-stay journey. UrVenue maximizes revenue-per available-customer (RevPAC) with its advanced booking, ticketing and presale platform built for hospitality venues including nightclubs and day clubs, restaurants and lounges, resort pools and beaches, sportsbooks, spas, special events, small group meeting rooms, recreation services, bundled experiences and more.Since 2011, UrVenue’s scalable enterprise technology has been the trusted industry standard for clients ranging from independent venue operators to global hospitality, entertainment, and gaming organizations including Wynn Resorts, MGM Resorts International, Caesars Entertainment, Circa Resort & Casino, Tao Group, Fairmont, and Club Med.
Pay: $100,000.00 - $120,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
