MicroSourcing
About The Role • As our founding Customer Success Manager in the Australian market, you’ll be the face of Sadie to our Hotel partners—responsible for onboarding, supporting, and growing relationships across our customer base. This role blends hands-on implementation, day-to-day relationship management, and process development. You’ll work closely with Product, Partnerships, Engineering, and Sales to ensure a frictionless experience and long-term customer happiness. Responsibilities • Customer Onboarding & Implementation • Manage the end-to-end onboarding of new hotel partners • Set clear expectations, provide training, and ensure full system adoption • Collaborate with integration and support teams to deliver a fast, smooth go-live • Ongoing Relationship Management • Act as the main point of contact post-onboarding • Build trust and strong working relationships with hotel operators and managers • Monitor customer health and proactively address issues before they escalate • Voice of Customer & Feedback Loops • Proactively gather, track, and analyze customer feedback • Identify patterns, surface pain points, and advocate for customer needs internally • Collaborate with Product and Engineering to prioritize improvements based on feedback • Process Development & Internal Collaboration • Help document and improve scalable customer success playbooks • Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing • Develop new initiatives and support programs to improve retention and satisfaction • Retention & Growth • Ensure customers understand the full value of Sadie and how to use all relevant features • Identify upsell opportunities or new integrations that add value • Support expansion and referrals within multi-location groups Qualifications • Have 3+ years of experience in a customer success, account management, or hospitality tech role • Previous experience as a front desk hotelier or manager • Have strong written and verbal communication skills • Comfortable working in fast-moving environments with competing priorities • About MicroSourcing • With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. • Our commitment to 100% YOU • MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive. • At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%! • For more information, visit https://www.microsourcing.com/ • Terms & conditions apply
MicroSourcing
