Sr. Customer Support Manager, North America

At Duetto, you'll own the full post-sales journey for a portfolio of strategic hotel, resort, and casino accounts — from onboarding through renewal — acting as a trusted advisor who helps clients turn data into real revenue growth.
What Makes Us Different?
Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue & Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI — and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.
What You'll Be Doing
Own the end-to-end customer lifecycle for a high-impact North America portfolio, driving toward 95%+ gross retention and 110%+ NRR
Act as a senior consultant on client revenue strategy, bringing deep hospitality expertise to complex, multi-stakeholder conversations
Lead resolution of tough business and product challenges, serving as the go-to person when strategic accounts need help fast
Run strategic business reviews and advanced training sessions, using AI-assisted tools to show clients clear, documented ROI
Dig into usage data and market performance metrics with AI-assisted analytics to spot churn risk early and uncover upsell opportunities
Partner with Product, Sales, and Support to champion what your clients need, and mentor junior CSMs along the way
What We're Looking For
You may be a good fit if you have the following:
6+ years in a customer-facing role in SaaS, hospitality tech, or revenue management, including experience with complex, multi-stakeholder accounts
3+ years in hospitality revenue management, with strong command of KPIs like RevPAR, ADR, RGI, ARI, and MPI, plus familiarity with profitability metrics like GOP and GOPPAR
A track record of resolving thorny client issues independently and shaping account-level revenue strategy
Comfort with Salesforce and reporting platforms like Tableau
Genuine enthusiasm for working with AI-assisted tools and evolving how you work as new tooling comes online
Fluent English, and authorized to work in the US without employer sponsorship
Ability to travel regionally across North America (25–40%)
Strong candidates may also have:
Specialized hospitality tech experience, particularly in revenue management
Hands-on experience with Revenue Management Systems and RMS optimization consulting
A good read on North America hospitality market dynamics and distribution
Familiarity with profitability frameworks like cost center analysis and GOP optimization
Experience with AI-powered CS platforms (Gainsight, Salesforce Einstein, Gong, etc.)
Why Duetto?
You'll work at the frontier of hospitality and AI — Duetto is redesigning how every role operates with AI, and this one's no exception. You'll be equipped and encouraged to use AI-assisted tools daily, not just talk about them.
You'll build real partnerships. Success here means working closely with Product, Sales, and Support, and with a team that has your back.
You'll see the direct impact of your work — client retention and revenue growth you can point to.
You'll join a company recognized as the #1 Best Place to Work in Hotel Tech, with a culture that takes hospitality (and having fun) seriously.
You'll have room to bring your full self — Duetto values diverse perspectives and open debate over rigid hierarchy.
The Details
Location: Remote, United States (Central or Eastern time zone preferred)
Work model: Fully remote
Geographic scope: North America
Visa sponsorship: Not available for this role
Reports to: Director of Customer Success
Travel: 25–40% regional travel within North America
Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.
Sound like you?
You don't need to check every box to apply. If this role excites you and you bring real hospitality or SaaS CS chops, we'd love to hear from you.