JOB SUMMARY:
The Customer Success Manager, Sales Products (CSM) is a senior individual contributor responsible for driving the strategic success, adoption, and revenue performance of Choice Business Direct across a portfolio of corporate accounts in the U.S. and Canada. With a critical focus on the first 30-60 days post-enrollment, this role owns the client activation experience while also influencing post-activation growth and long-term account performance.
The CSM serves as the primary internal resource for corporate client success strategy and activation best practices, translating booking technology and loyalty program capabilities into measurable client value. This role partners with the Product Owner, Commercial Strategy, Marketing, and Loyalty teams to influence departmental strategy and shape how Choice Business Direct scales across new and existing markets.
This is an individual contributor role with no direct reports that operates with significant autonomy, directs cross-functional activation activities, and makes data-driven recommendations to business unit leadership.
RESPONSIBILITIES:
Strategic Account Management
Own individualized account activation plans defining adoption milestones, revenue targets, and a clear path to client self-sufficiency within the first 30-60 days.
Conduct strategic business reviews with travel managers, procurement leaders, and senior client decision-makers to assess performance, align on goals, and identify growth opportunities.
Proactively identify and resolve account health risks and adoption barriers through innovative, client-specific solutions that go beyond standard onboarding frameworks.
Monitor post-activation account performance and identify opportunities for expansion and sustained engagement to maximize long-term revenue.
Onboarding, Activation & Adoption
Lead the end-to-end enrollment and onboarding process for newly signed corporate accounts, ensuring a high-quality and scalable activation experience from Day 0 through Day 60.
Develop, refine, and improve scalable onboarding frameworks and automated activation journeys that accelerate time-to-first-booking and drive sustained traveler engagement.
Recommend optimal Choice brand configurations, negotiated rate structures, and portal access models based on assessment of client travel patterns and booking behaviors.
Activate the Choice Business Direct portal, ensuring all travel managers, bookers, and travelers have appropriate logins, rate access, promo codes, and loyalty enrollment.
Gather and apply client and traveler feedback to improve activation journeys and portal performance at scale.
Revenue Growth & Business Impact
Analyze account-level performance data - including enrollment rates, traveler adoption, nights booked, revenue per account, and brand mix - to surface trends, risks, and growth opportunities.
Present performance insights and strategic recommendations to business unit leaders, influencing departmental decisions on activation strategy and revenue optimization.
Identify upsell, cross-brand, and account expansion opportunities based on booking behavior and client travel needs.
Partner with the Product Owner and Commercial Strategy team on post-activation growth plans and market insights that inform platform evolution.
Collaborate with Loyalty and Marketing to deploy tailored Choice Privileges campaigns and incentives that drive adoption and repeat usage during and beyond the activation window.
Cross-Functional Leadership & Internal Influence
Serve as the primary internal resource and subject matter expert on Choice Business Direct activation best practices, booking technology, and corporate client success strategy.
Translate client feedback and market intelligence into strategic recommendations for product enhancements, process improvements, and go-to-market strategies that influence departmental direction.
Direct cross-functional activation activities across Sales, Marketing, Loyalty, and Technology teams, ensuring alignment on client priorities and commercial outcomes.
Represent the voice of the corporate client in internal product and strategy discussions, advocating for improvements that drive measurable business value.
Reporting & Operational Excellence
Maintain comprehensive account documentation including activation timelines, customer profiles, success plans, and revenue milestones in Salesforce.
Build and maintain reporting frameworks and dashboards that track activation health, traveler adoption, and revenue performance across the portfolio.
Provide regular strategic updates to business unit leadership on portfolio health, client progress, and recommended courses of action.
Develop SOPs, playbooks, and best practice documentation to enable scalable, repeatable activation excellence across the CSM function.
Lead process improvement initiatives that increase the efficiency and impact of the client success function within Commercial Operations.
QUALIFICATIONS:
Employment Experience
3+ years of experience in customer success, onboarding, account management, or hospitality operations.
Proven experience working with corporate clients, ideally in travel, lodging, or workforce logistics.
Experience managing client activation, driving adoption, and supporting post-sale growth initiatives in a service-oriented environment.
Technical Skills
Ability to speak fluently about booking technology and tools, internally and with clients, plus familiarity with marketing and loyalty programs.
Proficiency with CRM platforms such as Salesforce and standard business tools including Microsoft Office for reporting, communication, and account tracking.
Additional Skills & Competencies
Strong client education skills across phone, live and recorded webinars, and automated customer activation journeys; analytical mindset with the ability to identify gaps and optimize activation performance; self-starter with high accountability and bias for execution; empathy for travel managers, bookers, and individual travelers; and agility to work across sales, marketing, loyalty, and operations.
Education Requirements
Bachelor's degree in business, hospitality, marketing, or a related field preferred; equivalent professional experience may be considered.
No required certifications; experience with hospitality, travel, loyalty, or SaaS-related client onboarding environments is a plus.
Salary Range
The salary range for this position is $100,000 to $117,316 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).
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Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:
Competitive compensation and benefits, including medical, dental, and vision coverage
Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
Financial benefits for retirement and health savings
Employee recognition programs
Discounts at Choice hotels worldwide
About Choice
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We're the hotel company for those who choose to bet on themselves - the striver, the dreamer, the entrepreneur - because that's who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today - for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward - giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD - Located at Pike & Rose (https://pikeandrose.com/) , our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ - Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN - Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote - Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice's Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice's Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver
