As a Technical Customer Success Manager, you’ll support some of the world’s top hotel brands across the Americas. From onboarding to adoption, and every step in between, you’ll be their go-to partner; ensuring they get maximum value from our products and services. This role combines relationship management, strategic thinking, and technical expertise. You’ll collaborate closely with internal teams and become a trusted advisor for your customers.
You will
Manage a portfolio of customer accounts across the Americas, building strong, long-term relationships
Act as the primary point of contact for all customer communication—guiding them through onboarding, product adoption, and renewal
Work closely with stakeholders to understand their challenges, business goals, and priorities
Track customer KPIs (like platform usage and sentiment) to identify opportunities and address risks
Lead business reviews, share insights, and consult on how to make the most of our platform
Troubleshoot complex technical issues and coordinate with internal teams when needed
Advocate for your customers by communicating feedback to Product, Development, and Support teams
Host product training sessions and help customers stay informed about new features
Promote satisfaction, engagement, and customer growth throughout the lifecycle
Tools and tech you will work with
API integrations (JSON, SOAP)
Cloud-based software
SQL / database queries
Microsoft Suite (Outlook, Teams, Excel, PowerPoint)
Azure DevOps, ZenDesk, JIRA
Middleware, CDP, CRM, and analytics tools
Your profile
Experience in Customer Success or Technical Account/Support Management, ideally in SaaS or enterprise software
Strong relationship-building skills, with the ability to engage stakeholders at all levels
Technical background and confidence working with APIs, integrations, and cloud-based software
A proactive approach—always looking ahead, anticipating challenges, and identifying improvements
Excellent verbal and written communication skills in English
Strong organizational skills and attention to detail
Ability to analyze data and translate it into actionable insights
Experience in the hospitality industry is a strong plus
Since 2014, Ireckonu has raised the bar in the hospitality tech industry, with many of our solutions becoming industry standards. Led by our vision to accelerate digital transformation in the hospitality industry, we have continuously perfected our state-of-the-art CORE middleware solutions and wrap-around applications. This enables us to support both large international brands and small regional chains in their digital transformation journey. We are proud partners of some of the world’s best hospitality brands, including CitizenM, Loews, and Mandarin Oriental Hotel Group.
All of these achievements are made possible by the passion, talent, and knowledge of our team. At Ireckonu, we take pride in our diverse range of nationalities and backgrounds, where every employee plays an important role in building an environment where hard work is recognized and rewarded.
Our core values define who we are: Excellence – At Ireckonu, we live excellence through our commitment to high standards, continuous improvement, and delivering outstanding products and services, driven by a culture of dedication and fueled by passion. Partnership – At Ireckonu, partnership fuels our core, fostering teamwork, trust, and innovation, building lasting customer & partner connections for mutual success. Transparency – At Ireckonu, we keep it simple – transparency means being open, honest, and sharing information to build trust and keep everyone aligned.
