Director of Customer Operations

Director of Customer Operations (Founding CS & Ops Lead) - AI-Native Hotel Tech Start-upUp to $180k OTE (base + 20% bonus) + equityBased in Brooklyn, New York – in the office 4 days a weekCompanyThis company is building an AI-native operating system for independent hotels.Hotels have historically run on large back-office teams and a patchwork of clunky, dated tech – this company automates as much of that work as possible.They've started with everything around revenue optimisation – dynamic pricing, Google Ads and digital marketing – and their USPs fall into three categories:Automation, not headcount - they're replacing work hotels currently pay agencies and marketing managers to doPay when you earn - outcome-based pricing, they only make money when the hotel doesAlmost no software competition - they're competing with agencies and labour, not other techExciting Bits$1m+ in revenue in their first 10 months, with big growth targets for 2027A blank sheet of paper - there's no CS function yet, you'll define what customer success looks likeA real mix of customers - from small independents to "whale" accounts worth $150k+ a yearImplementation is mostly automated - so your time goes on strategy and customers, not adminBacked by a top-tier VCA founding leadership seat with a team to buildThe RoleOwn everything after a hotel signs - onboarding, implementation, retention and expansionBuild the CS function - customer tiers, health scoring, runbooks, check-in cadences and escalationDecide what needs a human and what gets automatedRun commercially sharp performance conversations with hotel owners and GMsTurn customer feedback into input for Product and EngineeringHire and lead the Customer Success and Implementation teamThe RequirementsYou've managed a high-volume SMB book and owned retention, expansion or revenue outcomesSuper sharp, first-principles thinker who builds systems from scratchEloquent, trustworthy and great in front of customers - including when delivering hard messagesTechnically curious - comfortable in Google Tag Manager, analytics and conversion tracking (no coding needed)Uses AI day to dayHospitality, hotel tech, performance marketing or zero-to-one start-up experience is a big plusUltimate Asset is proud to be an equal employment opportunity employer. We do not discriminate based upon race, colour, gender, sexual orientation, gender identity, gender expression, age, status, origin, disability, or any other basis covered by law. All employment is decided on the basis of merit, qualification & business need. We celebrate diversity and encourage you to apply to opportunities here at Ultimate Asset.🚀 Thinking about your next move in SaaS, but not sure how your salary stacks up? Our latest Salary Survey gives you a clear view of salary benchmarks across GTM roles, from high-growth scale-ups to established global businesses. Whether you're actively exploring or just sense-checking your value in the market, it's a useful benchmark to have in your back pocket. Download it here