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Duetto is the hospitality industry's leading Revenue & Profit Operating System, trusted by hotels, resorts, and casinos globally. Founded in 2012 by former Wynn Resorts executives, the company has been named #1 Revenue Management Software by HotelTechAwards four years running and #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, Duetto is accelerating AI investment across the platform.
In this role, you will own the end-to-end customer lifecycle for a high-impact North America portfolio of strategic hotel, resort, and casino accounts, driving toward 95%+ gross retention and 110%+ net revenue retention. You will act as a senior consultant on client revenue strategy, bringing deep hospitality expertise to complex, multi-stakeholder conversations. Key responsibilities include:
• 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 demonstrate clear, documented ROI
• Analyze 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 client needs and mentor junior CSMs
• Travel regionally across North America 25–40% of the time
You will work fully remote (Central or Eastern time zone preferred) and report to the Director of Customer Success. The role emphasizes working at the frontier of hospitality and AI, with daily use of AI-assisted tools and close partnerships across the organization.
REQUIREMENTS:
• 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 (RevPAR, ADR, RGI, ARI, MPI) and profitability metrics (GOP, GOPPAR)
• 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 as new tooling comes online
• Fluent English and authorized to work in the US without employer sponsorship
STRONG CANDIDATES MAY ALSO HAVE:
• Specialized hospitality tech experience, particularly in revenue management
• Hands-on experience with Revenue Management Systems and RMS optimization consulting
• Knowledge of 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.)
