Customer Success Manager, LATAM

• Build and maintain strong relationships with hotel clients across LATAM.
• Act as the primary point of contact for assigned accounts, driving revenue expansion, renewals and minimizing churn.
• Ensure customers achieve measurable ROI through product adoption and optimization.
• Success metrics: Maintain 95%+ gross retention, achieve 110%+ net retention (NRR), and keep churn below 5%.

• Develop deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions.
• Analyze data and market trends, providing clients with recommendations that align with their revenue strategy.
• Advise on KPIs such as RevPAR, ADR, RGI, ARI, MPI, and support hotels in improving revenue performance.

• Manage all post-sales activities for assigned accounts, including onboarding, personalized training, and escalations.
• Conduct remote and onsite meetings to drive adoption and maximize client value.
• Resolve business issues related to system configuration, monitoring, and best practices.

• Partner with Sales and Marketing to support growth through account insights, training, and market expertise.
• Serve as the voice of the customer, sharing feedback with internal teams to improve product and service.
• Keep customer information up to date in Salesforce and run reporting/analytics in Tableau.

• Contribute to a positive, productive environment within the Customer Success team.
• Support knowledge sharing and collaboration across departments.

• →Has deep business and technical knowledge of Duetto’s pricing and revenue optimization solutions and additional products
• →Serves as the voice of the customer while conducting remote / onsite meetings
• →Manages all post-sales activity for their assigned accounts (onboarding, personalized training, continued support, escalations)
• →Analyzes data to determine market trends and speaks with customers about the most relevant features / functionality for their specific needs
• →Support sales and marketing through sales tools, training and market expertise to ensure their ability to effectively position and sell products.
• →Conducts analyzes to understand how our products can address issues
• →Resolves any business issues for the client including (business practices, system, configuration, and system usage and monitoring)
• →Interact and provide support within assigned team and other departments
• →Creates a positive and productive environment within the department 
• →Update CS related info and customer information in Salesforce
• →Run customer reports in Tableau

Required:

• 3+ years’ experience in Hospitality Revenue Management.
• Proven track record in a customer-facing role (Customer Success, Account Management, or Consulting), ideally in hospitality technology or SaaS.
• Strong understanding of hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and RMS systems.
• Proficiency in Duetto solutions (preferred) or comparable revenue management tools.
• Fluent in Spanish and English; based in Mexico (Mexico City preferred).
• Strong relationship-building, analytical, and communication skills.
• Ability to travel regionally within LATAM & USA (25–40%).
  
  

Preferred:

• Prior SaaS platform experience in hospitality technology.
• Knowledge of LATAM hospitality market dynamics and distribution landscape.
• Familiarity with CRM tools (Salesforce, Oracle, etc.).

Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more information, please visit https://www.duettocloud.com.