.Cloudbeds is the hospitality industry's fastest-growing technology provider for independent hotels, hostels, vacation rentals, and hotel groups. Our award-winning Cloudbeds Hospitality Platform is currently helping a growing clientele of 22,000+ properties in 157 countries to increase revenue, streamline operations, and deliver memorable guest experiences.Behind the Cloudbeds platform is a growing team of 500+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry's biggest challenges.From the beginning, we've believed that our people are our greatest asset, so we've founded the company as #RemoteFirst, #RemoteAlways with shared core values that allow our team to thrive. This means we:- Hire the best people wherever they're located; - Emphasize the value ofresults over hours put in; - Provide flexibility inworking hours and locations; - Foster an inclusive environment that celebrates bold thinking and diverse perspectives; - Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.Together we're on a mission to power every property in the world and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar Customer Success Managers (CSM).We're looking for Customer Success Managers (CSM) who want to disrupt the travel industry and love to travel as much as we do. As a CSM, you will make our company motto of "more reservations, happier guests" a reality by providing strategic guidance to our customers around the world.**_Please submit your resume in English_****Location**: LATAM (Remote)**Required Shift**:2PM - 11PM UTC**What You Will Do**:- Understand the story of each customer in an assigned book of Cloudbeds customers with associated net dollar retention goals- Achieve net dollar retention goals through upsells and churn reduction in order to help Cloudbeds obtain net negative churn.- Use a consultative approach to drive product engagement, customer "stickiness", and package growth.- Analyze customer data to improve customer utilization and engagement- Understand customer's "success outcome" and work with them in order to achieve it- Manage customer escalations related to the strategic use of Cloudbeds software- Seek to promote the value of the product and upsell additional services and products- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.- Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs