Remote, Peru | Reports to the C-suite | Daytime hours that match US Central Time | Fluent EnglishThe OpportunityThis is a founding leadership seat. You will work directly with our C-suite and build Customer Success at Directful: the team, the renewal and upgrade playbooks and the way we grow every hotel account. You will have real authority to shape how the team works, and your work will make a clear difference to the hotels we serve. As Directful grows, your role grows with it.About DirectfulDirectful is redefining how hotels grow direct revenue. We are an AI-native guest engagement platform built to help hotels reduce OTA dependence (online travel agencies such as Expedia, Booking.com, etc.), re-engage past guests, and drive predictable, high-ROI direct bookings automatically.What You Will Do- Build and run our renewal and upgrade playbooks, renewal calendar and forecast- Coach every CSM on the team to run renewals and upgrades the same way- Set up and run the CSM scorecard- Find hotels that need attention early,



and work with each CSM until they are healthy again- Manage your own group of hotel accounts and grow them through upgrades, add-ons and referrals- Report results and risks to the C-suite every weekWhat You Bring- 3+ years in B2B SaaS customer success or account management- Experience with renewals or upgrades- Experience coaching, training or onboarding teammates- Hands-on CRM experience (Pipedrive, HubSpot, Salesforce or similar)- Fluent spoken and written English for daily calls with US hotels- Hotel or travel technology experience is a plus, but not requiredMeetings: Interviews and ongoing meetings are held with cameras on.Terms: Full-time, long-term independent contractor role. You use your own computer.Pay: Monthly base plus performance-based commission. Details are shared later in the process.#J-18808-Ljbffr

📌 Founding Customer Success Lead (Lima, Peru)
🏢 Directful
📍 Lima