Customer Success Manager, Travel & Hospitality, Entertainment, F&B+ - Attentive

Job Title: Customer Success Manager, Travel & Hospitality, Entertainment, F&B+
Job Location: United States
Job Listing URL: https://jobs.lever.co/attentive/19eead7e-13f1-4548-a0f1-55356f2d9398
Job Description: Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to help brands deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like GUESS, Urban Outfitters, and Steve Madden, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are
We are seeking a motivated and results-driven Customer Success Manager to join our team, focusing on our New Verticals (Travel & Hospitality, Entertainment, Food & Beverage, and more). In this role, you will collaborate closely with our expanding New Verticals teams, supporting a diverse range of customers and driving their success. You will work closely with our Sales team to help grow the vision of what success looks like for our clients, and to refine our customer success processes and playbooks. You will also coordinate cross-functionally with technical support, marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with customers as a trusted consultant, advocating for their needs, and to own customer relationships completely.
Why Attentive needs you
Cement the relationship with new and existing customers including: onboarding, integration, account growth, new product adoption, and renewals
Help develop and refine the playbook for customers in our rapidly expanding verticals, such as Travel & Hospitality, Entertainment, Food & Beverage and more positioning these industries as unique and fast-growing segments within our broader customer base.
Develop a “consultant” perspective to customer communications, questions, and meetings
Lead and present at regular client meetings, both in-person and over video conference
Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
Work closely with the executive team to translate customer feedback into specific product requirements
About you
2-4 years of account management experience required (ideally at a marketing/software company)
Direct experience working with customers in the Pro Sports + Entertainment space
Agile, determined, and patient – the New Verticals team experiments with new types of customer use cases and needs, which can require a level of grit from the CSM
You have a startup / entrepreneur mindset. This role is unique as use customer cases are more nuanced and there’s often a challenge to strategically build a compelling business case to get buy-in across more resource-protected areas of Attentive
Strong understanding in customer success techniques and strategies
Comfortable learning new software (for design, data management, and internal tools)
Experience navigating complex work processes, tight timelines, and changing teams
Extremely detail oriented and organized
Knowledge of Salesforce or related CRM tools Interest in startups, software and entrepreneurship