Senior Manager, Customer Operations

  • About the Company

Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.

Duetto is building the future of hotel revenue strategy. We're not just another SaaS company — we're redefining what's possible for hotels through our category-creating platform, the Revenue & Profit Operating System.

  • Role Summary / Purpose

The Senior Manager, Customer Operations is the operational engine behind Duetto's Customer Success & Experience (CSX) organization. As we scale to 70,000 hotel customers by 2028, this leader is responsible for building and maintaining the infrastructure that decouples revenue growth from headcount costs — serving as the Process Architect for an 80+ person organization across six functions.

This is a 'builder' role for a leader who thrives on rolling up their sleeves. You will not just design the playbooks — you will write them, implement them, and coach your team to execute with precision. You will also serve as the primary Traffic Controller between the Customer Organization and Revenue Operations, ensuring data integrity and seamless handoffs across the full commercial lifecycle.

  • Key Responsibilities
  • Team Leadership: Lead, coach, and develop a team of individual contributors across the four Customer Operations pillars — setting clear goals, managing performance, and optimizing the mix of full-time and contractor resources.
  • Operating Rhythm: Establish and run the weekly, monthly, and quarterly operating cadence for the CSX organization, including QBR preparation, capacity planning, KPI reviews, and budget reporting to the VP.
  • Systems & CRM Governance: Act as the primary gatekeeper for CSX requirements within the shared Salesforce environment — gathering and prioritizing requirements from CSX leadership, and ensuring a coherent, roadmap-driven approach to technical delivery.
  • Customer Journey Architecture: Lead end-to-end customer journey mapping from Sale to Renewal, identifying friction points and implementing process fixes to reduce Time-to-Value and Cost-to-Serve in partnership with Revenue Operations.
  • HotStats Integration: Lead the CSX workstream of the HotStats Salesforce migration — requirements gathering, UAT, go-live, and ongoing governance — while supporting the operational onboarding of the HotStats Support team into CSX processes.
  • Enablement Oversight: Oversee the Enablement pillar to ensure the CSX organization is consistently enabled on new products, processes, and go-to-market motions — with particular focus on New Hire Training and Release Readiness programs.
  • Self-Service & AI Strategy: Drive the model for self-service, overseeing Knowledge Base strategy and AI-driven support tools to increase case deflection and reduce Cost-to-Serve.
  • Customer Intel: Guide the Customer Intel function from reactive reporting to proactive forecasting — identifying workload concentration areas and modeling future headcount needs tied to customer growth projections.
  • Voice-of-Customer: Oversee the VoC program strategy — ensuring NPS and CSAT programs are designed, instrumented, and closed-loop processes are operationalized across all customer segments, including HotStats.
  • Cross-Functional Influence: Represent the CSX organization in cross-functional operational forums, partnering with Revenue Operations, Product, Marketing, and IT to unblock dependencies and align on roadmap priorities.
  • Perform other related duties as needed to support team and company priorities.
  • Qualifications

Required:

  • 5+ years of experience in Customer Operations, Revenue Operations, or a similar function within a B2B SaaS environment.
  • Demonstrated experience managing individual contributors and driving team performance in a player-coach capacity.
  • Proven ability to build processes from scratch — comfortable writing documentation, mapping workflows (Lucidchart, Miro, or equivalent), and training teams on new tools and systems.
  • Strong proficiency with the customer tech stack: Salesforce (CRM), Pendo (Digital Adoption), and AI platforms. Must be able to translate business requirements into system configurations without needing to be an Admin.
  • Data-driven mindset: ability to define, track, and communicate KPIs (NPS, CSAT, case deflection, Time-to-Value) and use data to make resource allocation decisions.
  • Demonstrated experience partnering with Sales Operations or Revenue Operations to align pre-sale and post-sale data and processes.

Preferred:

  • Specialized skills, knowledge, or experience within the Hospitality technology industry.
  • Experience scaling a Customer Organization in a B2B SaaS company from mid-stage to late-stage growth ($50M–$100M+ ARR).
  • Experience managing or coordinating contractor and remote project management resources.
  • Familiarity with the hospitality technology industry, specifically revenue management or hotel operations.
  • Experience implementing or managing AI support tools such as Forethought, Intercom Fin, or similar.
  • Certification in Project Management (PMP), Change Management (Prosci), or Lean/Six Sigma.
  • Experience with workforce planning or capacity modeling tied to customer growth models.