Job Specifications
SuiteOp is a New York-based startup revolutionizing guest operations for short-term rentals, vacation rentals, and independent hotel operators. We've built a platform that cuts through the chaos of hospitality operations with smart automations that actually work. Our tech handles the complex stuff behind the scenes so teams can focus on what matters most: creating amazing guest experiences.
We just hired our first Customer Success Manager in January and are looking to continue growing the team with our second CSM! This is a foundational role on our team. You’ll ensure every customer has a seamless onboarding experience, gets fast time-to-value, and feels supported from day one.
If you’re excited to work with customers, learn quickly, build processes from scratch, and grow your career in a startup environment, this is the role for you.
Key Responsibilities
Own onboarding from contract → go-live for new customers
Lead onboarding calls: kickoff, configuration, training, and launch
Build deep product expertise and guide customers through best practices
Create onboarding project plans, checklists, and customer task timelines
Capture detailed customer insights and turn them into actionable feedback for the Engineering team
Partner with the Customer Success & Solutions Lead to iterate on onboarding processes, playbooks, and documentation
Develop onboarding content (guides, videos, templates) that make the experience more scalable
Monitor health signals and proactively remove blockers
Ensure customers complete onboarding confident, trained, and ready to succeed
Ideal Candidate
Thrive in fast-moving, high-growth environments where you build while doing
Enjoy speaking with customers and can make complex concepts simple
Organized, detail-oriented, and comfortable managing multiple customers at once
Learn products quickly, especially technical workflows
Communicate clearly, directly, and proactively with customers and teammates
You take ownership and don’t wait for someone to hand you structure, you help create it
Required Skills & Experience
1–3 years in SaaS onboarding, customer success, account management, consulting, or similar role
Experience running customer meetings and guiding customers through technical setup
Familiarity with CRM/CS systems (HubSpot, Intercom, Notion, Zendesk, etc.)
Bonus: experience at a startup
Bonus: experience in hospitality, property management, or related industries
What Success Looks Like
Customers complete onboarding on time and clearly understand how to use the product
Onboarding time-to-value decreases through your improvements
You and the CS Lead build the onboarding engine together, turning it into a repeatable, scalable motion
Customers finish onboarding excited, confident, and positioned for long-term success
Internal teams know exactly what’s working and what needs to be improved because you communicate insights consistently
Why Join Now
Be the first member of the Customer Success team and help define how we support customers
Work with a product that customers truly love
Build new systems, contribute ideas, and shape the customer journey
Grow your responsibilities quickly, this is a rare “early seat” at a fast-moving startup
If you’re someone who loves helping customers, wants to grow quickly, and thrives in a startup environment, we’d love to meet you.
The salary range for this role is $70k-$90k + equity. This is an in person position in New York City.
About the Company
SuiteOp is a leading SaaS company dedicated to revolutionizing the way short-term rental (STR) operators and hotels manage their properties. Drawing from our years of hands-on experience in the industry, we've meticulously crafted an innovative platform that streamlines operations and elevates guest experiences.
Our comprehensive suite of product features includes hassle-free guest check-ins, real-time analytics, and seamless integration with popular property management systems. By automating tasks, centralizing data, and p...
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