Customer Success Manager

About SuiteOp

SuiteOp is the agentic layer for hospitality operations and guest experience. Short-term rental operators and boutique hotels use SuiteOp to run smart devices, guest web apps, and field teams across portfolios of thousands of units. We integrate with everything from property management systems and smart locks to payment processors.

We're a lean, seed-stage team ($3M+ raised) that ships like a company many times our size. The reason: we build with AI, not just for it. Claude, Claude Code, and Cursor are part of how every team here works every day, and that includes sales and customer success.

We just launched SuiteOp V2, a ground-up rebuild with AI agents at its core. It's the most interesting moment to join.

About the role

You'll own onboarding and early success for new SuiteOp customers, from signed contract to go-live and beyond. You'll work directly with short-term rental operators and boutique hotels, and you'll do it the way we do everything here: with AI handling the busywork, so your time goes into the customer.

What you'll do

• Own onboarding from contract to go-live for new customers
• Lead onboarding calls: kickoff, configuration, training, and launch
• Build deep expertise in SuiteOp V2 and guide customers through best practices
• Create onboarding plans, checklists, and customer timelines with AI-assisted tools, so every account keeps moving without manual overhead
• Turn customer conversations into structured, actionable feedback for Engineering, using Claude and our internal tools to spot patterns across accounts, not just anecdotes
• Partner with the Customer Success & Solutions Lead to improve onboarding processes, playbooks, and documentation
• Build onboarding content (guides, videos, templates) faster and better by building with AI
• Watch account health signals and remove blockers before customers feel them

AI proficiency (this is the big one)

We're looking for someone who already works this way, not someone who is willing to learn.

• You reach for AI first: you use Claude, ChatGPT, or similar tools every day to draft, summarize, and organize before doing anything by hand
• You've used AI to write customer emails, build documentation, summarize calls, or automate repetitive tasks, and you can show us how
• You don't wait for structure: you build it, then automate it
• Bonus: you've used no-code or light-code tools (Zapier, n8n, Claude Code, or similar) to automate part of a past role
• In the interview process, you'll walk us through how you'd use AI to onboard a real customer

What you bring

• 2 to 5 years in SaaS onboarding, customer success, account management, consulting, or a similar role
• Experience running customer meetings and guiding customers through technical setup
• Familiarity with CRM and support tools (HubSpot, Intercom, Notion, Zendesk, or similar)
• Clear, direct, proactive communication with customers and teammates
• Organized and detail-oriented, comfortable managing several customers at once
• Bonus: startup experience
• Bonus: experience in hospitality, property management, or a related industry

What success looks like

• Customers finish onboarding on time, confident, and clear on how to use the product
• Time-to-value drops because of improvements you made, including ones you built with AI
• You and the CS Lead turn onboarding into a repeatable, scalable motion
• Internal teams always know what's working and what needs to improve, because you share insights consistently

Compensation

• Base salary: $90,000 to $115,000
• Equity in SuiteOp

This is an in-person role in our New York City office.