Customer Success Manager

Akia is a pioneering company specializing in artificial intelligence solutions tailored specifically for the hospitality industry. Known as the AI agent for hospitality, Akia provides sophisticated guest communication tools that enable operators to enhance the guest experience across various types of properties, from intimate slope-side vacation rentals to expansive 500-room oceanfront resorts. Unlike traditional software that customers purchase outright, Akia offers a model where operators hire the AI agent to manage their guest services. This includes handling the entire guest journey, such as guest communication, driving direct bookings, managing upsells, and fostering guest loyalty from the initial welcome through to return visits. Akia is committed to transforming modern hospitality through cutting-edge AI technology that continuously learns and adapts to each property’s unique environment and guest expectations.

The company is still in its early stages of development, which presents an exciting opportunity for professionals looking to be part of building the future of hospitality management. At its core, Akia combines AI-driven automation with a personal touch that resonates well with both guests and operators, making hospitality more efficient and guest-centric.

The role of Customer Success Manager at Akia is a critical position dedicated to ensuring client satisfaction and driving revenue growth within a portfolio of accounts. This full-time, on-site position demands a candidate who can wear multiple hats – balancing sales objectives with customer relationship management and operational support. As a quota-carrying, sales-focused Customer Success Manager, the individual will be directly accountable for net revenue retention, upselling, cross-selling, and expansion activities while elevating client engagement and product adoption.

This role involves becoming a trusted advisor and commercial partner to clients, guiding them through the deployment and optimization of Akia’s AI solution in their business operations. The successful candidate will deliver strategic insights, metrics, and recommendations to help clients maximize the value of the AI agent, ensuring that the technology is not just implemented but embraced. Collaboration with internal cross-functional teams is also essential, helping remove obstacles and find solutions that enhance customer success.

The Customer Success Manager acts as the voice of the customer within the company, providing valuable feedback to the product development team to influence the product roadmap and prioritize new features that meet evolving customer needs. This position requires exceptional interpersonal and communication skills, analytical acumen, and a proactive approach to exceeding sales quotas through customer retention and revenue expansion. Prior experience in managing customer accounts with a focus on revenue growth is essential.

Joining Akia means being part of a diverse, inclusive, and innovative environment where the latest AI technologies meet the dynamic demands of the hospitality industry. Candidates who bring a passion for customer success, a knack for relationship-building, and a strong understanding of the sales process will thrive in this role. Akia offers the opportunity to work on-site, engaging directly with clients and internal teams to create transformative solutions that redefine the future of hospitality.