Director of Customer Success (NAM East)

About Event Temple

Event Temple is a high-growth technology company based in Vancouver, BC. We are the world’s leading Hotel Sales and Catering software. We’ve been voted #1 in the Hotel Tech Awards for 4 years in a row, and we’re growing rapidly.

We help make travel and events happen. At Event Temple, we believe in helping people of great character thrive, and we are on a mission to create the future of sales and catering and be the most respected and innovative solution for hotels around the world.

About the role

We are looking for a Hotel Director of Sales to join our Customer Success team as the Director of Customer Success, North America East. As such, you will manage the regional customer success team and our NA East/European customers, ensuring they are successful and making them superfans. You will help us continue building a world-class reputation among hotels and venues.

A Day In The Life

As the Director of Customer Success, North America East, you’ll lead a talented team and ensure VIP customers’ success with Event Temple. You’ll manage onboarding, training, and proactive problem-solving while building and retaining a high-performing regional team. With your hotel sales expertise, you’ll drive success, foster innovation, and make a meaningful impact every day.

Critical Metrics:

You’ll take the lead in driving customer loyalty and success across your region, ensuring high retention rates and minimal churn while boosting revenue. By delivering exceptional experiences, you’ll turn happy customers into powerful advocates, fueling growth through Customer Success Leads. You’ll own key metrics like Net Promoter Scores (NPS), Customer Satisfaction, and Time to Activate, empowering your team to deliver results.

Location:

Located on the East Coast of the US. This role is primarily remote/WFH.

Key Responsibilities

• Assist our Head of Success to Hire, Manage and Retain the North America East team
• Drive CS KPIs, including NPS, CSAT, CSQL, NRR, and Churn for the region
• Retain customers for the NA East region
• Onboard, train and support customers
• Training materials, webinars and 1:1 many trainings

Qualifications

• Must have: The successful candidate must have hotel experience in a director of sales or senior sales manager role . You are also a strong communicator, make data-driven decisions, and have excellent listening, prioritization, and planning skills.
• Preferred qualifications:
  • Experience with technology and training
  • Experience with hotel sales software and PMS is a plus

What type of person joins Event Temple?

• You’re a person who is self-motivated, resilient, and quick to adapt to new obstacles.
• You’re looking for an alternative to the corporate abyss.
• You want a place where your ideas matter and impact significantly.
• You value freedom, and you want to play on a winning team with others who feel the same way.
• You want to help build a future where there are more events, travel, and experiences, not less.
• It’s this long-term, bigger picture that makes you feel both inspired and engaged.​​

Benefits:

• Friendly co-workers
• Work From Home/Remote
• Casual dress code (obv)
• Competitive compensation
• Building a company and being a part of a success story

Next steps

The eligible applicants will be contacted.

1. 10-minute pre-screen
2. 1-hour tactical interview
3. 1-hour culture interview
4. 3 successful reference checks

We don't offer relocation support for this job posting.