Senior Vice President, Customer Operations

M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.

Description Summary:        

We are seeking a Senior Vice President of Customer Operations to lead our post-sales customer delivery organization. This executive will play a pivotal role in ensuring exceptional customer outcomes from implementation through ongoing support and success, driving high satisfaction, retention, and value realization for our clients in the hospitality industry.

Key Responsibilities:

• Oversee the end-to-end customer delivery lifecycle, including seamless customer implementation, onboarding, professional services, customer support, training, and success programs to maximize adoption and ROI for M3’s accounting, labor management, and analytics platforms.
• Design, refine, and scale operational processes and frameworks to enhance efficiency, consistency, and quality across post-sales functions.
• Establish and monitor key performance indicators (KPIs), leveraging data-driven insights to measure team performance, customer health, and operational effectiveness while continuously identifying opportunities for improvement.
• Drive transformation initiatives focused on productivity enhancement, process optimization, and continuous improvement to elevate service delivery standards and support company growth.
• Champion customer experience and success strategies, fostering strong relationships with hotel owners, management companies, operators, and corporate teams to ensure long-term partnership and advocacy.
• Provide strategic oversight of the P&L for the Customer Operations function, managing budgets, resource allocation, and cost controls to achieve financial targets.
• Lead, inspire, and develop a global team of approximately 60 professionals, including three direct-reporting Directors, with team members based in the US and offshore.
• Foster a high-performance culture through coaching, mentorship, leadership development, and succession planning to build a resilient and capable organization.
• Collaborate cross-functionally with Product, Sales, Engineering, and other stakeholders to align customer feedback with roadmap priorities and resolve escalated issues effectively.

Qualifications:

• 12+ years of progressive leadership experience in customer operations, implementation, professional services, or customer success within SaaS, software, or technology-enabled services environments; ideally in hospitality, travel, or enterprise B2B sectors
• Proven track record leading large, distributed teams (50+ members) across multiple geographies, with demonstrated success in managing global operations involving offshore resources
• Strong enterprise account management and retention experience.
• Deep expertise in post-sales delivery models, including complex software implementations, customer onboarding, support operations, and success frameworks for enterprise clients
• Strong analytical mindset with experience building and using KPIs, dashboards, and data-driven performance management to drive operational excellence and business results. Strongly prefer experience using AI strategically across tools and processes.
• Experience with P&L responsibility and financial acumen in a services-oriented organization
• Exceptional leadership abilities, with a focus on team development, coaching, and creating inclusive, high-engagement environments
• Bachelor’s degree required; MBA or advanced degree preferred
• Passion for the hospitality industry and understanding of hotel operations, financial management, or back-office challenges is highly desirable

Location & Schedule:

This is a hybrid role based in the Atlanta/Georgia area (or nearby), with an expectation of 3 days per week in the office to foster collaboration and leadership presence. Occasional travel may be required to meet with key customers o