Customer Success Manager, LATAM

Overview

Responsible for managing the interaction between all stakeholder groups, Customer Success expectations and project success criteria. Acts as a trusted advisor to assist clients daily in maximizing Duetto products, including understanding customer requirements, managing implementation, and driving adoption by providing recommendations that align with specific business needs. The role requires a confident, goal-focused business manager who is a team player, working closely with hotels, chains, and partners across LATAM to strengthen relationships, improve product utilization, and identify opportunities for growth and retention.

Responsibilities

• 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.
• Maintain metrics : gross retention, net retention (NRR), and churn targets as defined by the team.
• 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 and across departments.
• Update CS related information in Salesforce and run customer reports in Tableau.
• Coordinate cross-functional collaboration to ensure adoption and value realization.

What you will do

Qualifications

Required :

Preferred :

About Duetto

Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. 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.

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