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Customer Success Team Lead & Strategic Account Manager - (Hospitality)

Priority Software

Posted on Mar 19, 2026

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Careers Customer Success Team Lead & Strategic Account Manager – (Hospitality)

Israel - Haifa

Customer Experience

Customer Success Team Lead & Strategic Account Manager – (Hospitality)

A senior CS leader who manages the Customer Success team while personally owning a portfolio of strategic accounts. This role combines people leadership with hands-on account ownership — driving retention, expansion, and measurable customer value across Priority Hospitality client base.

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Responsibilities:

Team Leadership:

Lead, coach, and develop the CS team with clear KPIs and execution standardsLead, coach, and develop the CS team with clear KPIs and execution standards
Establish structured account management: success plans, executive reviews, adoption tracking, risk management
Run weekly portfolio reviews and quarterly performance reviews
Build scalable playbooks for enterprise-grade Customer Success
Serve as escalation point for complex customer situations
Collaborate cross-functionally with Product, R&D, Support, Sales, and Finance

Strategic Account Ownership:

Own full lifecycle responsibility for assigned accounts: strategy, implementation, ongoing service, and growth
Build multi-level executive relationships and lead quarterly business reviews
Lead new hotel onboardings, module implementations, and major upgrades — end to end
Monitor SLA adherence, analyze recurring issues, and drive root-cause resolution
Identify expansion and upsell opportunities; lead roadmap alignment discussions
Manage contracts, ensure delivery alignment, and support billing with Finance
Deliver structured reporting: weekly operational updates and quarterly executive reviews

Requirements:

5+ years in Customer Success or Account Management in B2B software
2+ years leading or mentoring CS team members
Proven track record in complex implementations and enterprise account management
Strong executive presence and business acumen
Excellent Hebrew and English communication skills
Advantage: hospitality technology / PMS background; multi-property hotel chain experience
Strategic thinker with operational discipline
Comfortable owning both a team and a customer portfolio
Business-oriented, calm under pressure, strong in complex situations
Balances proactive planning with hands-on execution

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