---
title: 'Vice President, Customer Success at M3'
canonical: 'https://feeny.ai/job/vice-president-customer-success-m3-lawrenceville-georgia-3a2ht4xrbz3r'
type: 'job'
last_seen: '2026-09-08'
---

# Vice President, Customer Success at M3

- **Company:** M3
- **Location:** Lawrenceville Georgia, United States
- **Posted:** 2026-08-12
- **Last confirmed live:** 2026-09-08
- **Apply:** https://job-boards.greenhouse.io/m3/jobs/7849266003

## Job description

M3 ([www.m3as.com](https://nam10.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.m3as.com%2F&data=05%7C02%7Cjeff.holmes%40vaco.com%7Cf80b5e70b0d742fa0a9b08de55efb6bf%7C120aeae9286f438abbf3de3ab96fcf5d%7C1%7C0%7C639042685216069101%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=5APTJY6jQwLSEv2bXcjNSYuawWby6bKKN%2FJUzyIvBNQ%3D&reserved=0)) 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:

The Vice President of Customer Success is the senior leader responsible for the strategy, performance, and scale of M3's customer success organization. This role owns driving customer platform adoption, measurable business outcomes, retention, and long-term revenue growth across the existing customer base.

Reporting to the Chief Growth and Customer Officer, the VP develops organizational capability, aligns cross-functional execution, and ensures consistent delivery of value at scale.

Success is measured through key customer and business outcomes, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), expansion, customer health, adoption, and Net Promoter Score (NPS). The VP establishes the operating cadence, defines functional KPIs, and provides regular executive reporting and strategic recommendations to the Executive Leadership Team.

The VP partners closely with Sales, Product, Marketing, Support, and Professional Services to create a seamless customer journey, influence product strategy through customer insights, and ensure customer success remains a key driver of company growth. The role also owns the Customer Success operating model, organizational design, processes, and technology ecosystem, continuously evolving the function to improve efficiency, scalability, and customer outcomes.

Essential Duties:

The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.

- Own the strategy and outcomes for Gross and Net Revenue Retention (GRR/NRR) as core business metrics, directing the customer success management team's execution of renewal and forecasting processes.
- Direct the design and scaling of an expansion/cross-sell motion within the Customer Success organization, partnering with Sales leadership and Account Management on larger and multi-property opportunities.
- Set requirements for, and hold the team accountable to, a customer health-scoring model that predicts churn risk at least two quarters ahead of renewal.
- Direct the relationship and transactional NPS/CSAT program, including survey design, response-rate growth, and a closed-loop process that routes customer feedback into Product and internal process improvements.
- Set onboarding and time to first value benchmarks appropriate to hotel and hospitality operating realities and collaborate closely with the onboarding team.
- Build and lead the Customer Success organization through a layer of customer success managers. This role leads strategic contributors, not individual accounts.
- Establish clear individual, team, and organizational KPIs, and hold the customer success management layer accountable to them through regular coaching, performance review, and forecasting cadences.
- Assist with the development of compensation and segmentation models that align Customer Success Managers and other team incentives with retention, expansion, and satisfaction targets.
- Build the organizational structure and career ladder needed to scale Customer Success as the customer base grows, including succession planning within the customer success management team.
- Evaluate, recommend, and own the Customer Success technology stack. This includes health scoring, renewal forecasting, playbook automation, and survey/NPS tooling.
- Define the data and integration requirements across CRM (Salesforce and/or Client Success), product usage, support, and billing systems needed to produce a reliable, real-time view of account health and forecasted renewals, working closely with the CFO on the hygiene of the Customer Cube.
- Own the business case and implementation roadmap for the selected Customer Success platform(s), directing the CS Operations function on ongoing administration, optimization, and training standards.
- Sit on the Go to Market (GTM) leadership team, partnering with Sales and Marketing leadership on shared account strategy and with Product leadership on a structured voice-of-customer process.
- Present retention, expansion, and customer-health results to the Executive Leadership Team on a standing monthly cadence, including forecasts, named at-risk accounts, and resourcing needs.
- Represent Customer Success in company-wide planning, budgeting, and board-reporting processes as a peer executive function to Sales and Marketing.
- Manage customer escalations at the executive level as needed, through proactive communication.
- Other duties as assigned.

Education/Training/Experience:

- College degree. 12-15+ years of overall management experience, including experience leading through multiple layers of management.
- 6-10+ years of experience leading Customer Success organizations at a senior or executive level.
- Direct experience in hotel, hospitality, or travel technology SaaS strongly preferred.
- Experience effectively utilizing and overseeing a Customer Success platform or ensuring necessary data is present in Salesforce.
- Demonstrated experience presenting to and influencing an Executive Leadership Team or Board.
- Formal training in Customer Success or executive leadership preferred.
- Ability to build strategy, translate it into KPIs, and hold an organization accountable to results.
- Proven problem-solving, process development, and improvement skills required.
- Task planning and delegation skills.
- Must be able to actively participate in meetings at all levels within the organization, including with executive leadership.
- Demonstrated ability to coordinate cross-functional work teams toward task completion.
- Advanced written and verbal communication skills are a must.
- General PC knowledge including Microsoft Office; expert-level knowledge of Excel and Word, and a working knowledge of PowerPoint required.

## About M3

## Company Overview
- **One-liner**: M3 provides award-winning, hotel-specific accounting, business intelligence, and labor management software to streamline back-office operations for hospitality enterprises.
- **Entity Type**: Private (backed by Blackstone, Inc.)
- **Headquarters**: Lawrenceville, Georgia, United States
- **Founded**: 1998
- **Founders**: Not publicly available

## Core Business
- **Primary industry/industries**: Hospitality Technology, Hotel Accounting Software, Business Intelligence
- **Target customers**: B2B; hotel management companies, multi-property operators, independent hotels, and limited-service hotels across the U.S. and Canada.
- **Mission or purpose statement**: To be the most trusted authority on technology for every enterprise in the hospitality industry. The company is guided by a core principle: "Do the Right Thing."

## Products & Services
- **Accounting Core™**: The flagship enterprise hotel accounting software with modules for general ledger, accounts payable, and financial reporting. It is GAAP and USALI compliant, designed for multi-property operators and management companies.
- **CoreSelect™**: A streamlined accounting and financial solution built for hotel owners and operators managing smaller or growing portfolios, providing powerful tools without the complexity of an enterprise system.
- **Insight™**: A business intelligence platform that aggregates data from multiple systems (PMS, etc.) into intuitive, visual dashboards for fast, confident decision-making.
- **Labor Management™**: A solution that helps hoteliers control labor costs with demand-based scheduling and up-to-date insights, comparing staffing levels against budget and forecast.
- **Professional Accounting Services**: On-demand CPAs, MBAs, and hotel accounting experts who handle full-cycle accounting or select functions tailored to operational needs.
- **Integrations**: A platform that connects M3 to leading property management systems (PMS), business intelligence tools, and labor/time-keeping platforms.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (Private company).
- **Key Metric**: Annual Revenue of **$41.2M** (as of latest data) [linkedin.com]. The company is backed by **Blackstone, Inc.**, which participated in a Private Equity round in August 2024 [linkedin.com].
- **Notable Investors/Partners**: **Blackstone, Inc.** (parent company/investor). Partners include a curated ecosystem of integrated hospitality solutions through its "Preferred Partners" program [m3as.com].
- **Growth Signals**: The company has grown its headcount by **+16.9% year-over-year** to 214 employees [linkedin.com]. It operates in 10 countries, including the Philippines, India, Pakistan, Canada, and Spain [linkedin.com]. The company has been recognized by HotelTechReport as best-in-class in both product performance and customer support [m3as.com].

## Competitive Advantages
- **Deep Hospitality Specialization**: For over 25 years, M3 has focused exclusively on hotel back-office software, making its products highly tailored to the specific accounting, payroll, and reporting needs of the hospitality industry (GAAP and USALI compliant).
- **Comprehensive Suite**: Offers an end-to-end solution (accounting, BI, labor management, payroll, and professional services) that integrates with leading PMS and other hotel systems, reducing the need for multiple vendors.
- **Award-Winning Reputation**: Consistently recognized by HotelTechReport as best-in-class for product performance and customer support, indicating strong customer satisfaction and industry trust.
- **Private Equity Backing**: Backed by Blackstone, providing financial stability and resources for growth.

## Strategic Focus
- **Drive Customer Retention**: Deepening relationships and ensuring high satisfaction with existing clients.
- **Ensure Product Delivery**: Continuing to innovate and deliver reliable, compliant software solutions.
- **Accelerate Sales Growth**: Expanding market share within the hospitality industry.
- **Empower Employee Excellence**: Investing in talent and culture to support company growth.
- **Data & AI Expansion**: The company is actively hiring for Senior ML/AI Engineer and Senior Data Engineer roles, signaling a strategic push into advanced data analytics and artificial intelligence [greenhouse.io].

## Why Work Here
- **Culture & Values**: The company is guided by a strong set of values: "Do the Right Thing," "Drive to Excellence," "Commit to ONE M3," and "Innovate, Evolve, and Deliver." The culture emphasizes long-term relationships with both customers and employees [m3as.com].
- **Work Environment**: M3 is headquartered in a modern 71,000 sq. ft. facility in Lawrenceville, Georgia. The office features bright, open workspaces, a break room with billiards, ping pong, shuffleboard, and video games, an on-site fitness center, a wellness room, and an outdoor seating area [m3as.com].
- **Remote/Hybrid Policy**: The company offers a hybrid work schedule and flexible hours [m3as.com]. Some roles are listed as "Remote" (e.g., Accounting Supervisor, Strategic Alliance Program Specialist) [greenhouse.io].
- **Notable Perks**: Generous paid time off, flexible scheduling, 401(k) with company match, discretionary stock plan, tuition and training reimbursement, and fun events like Bring Your Dog to Work Day and Family Day [m3as.com].
- **Engineering Culture**: The company is investing heavily in its tech team, with open roles for Senior Data Engineer, Senior ML/AI Engineer, Lead Software Engineer, and Software Developer in Test, indicating a focus on modernizing its data and AI capabilities [greenhouse.io].

## Sources
1. [m3as.com](https://www.m3as.com/)
2. [m3as.com/careers](https://www.m3as.com/careers/)
3. [greenhouse.io](http://job-boards.greenhouse.io/m3)
4. [m3as.com/team](https://www.m3as.com/team/)
5. [linkedin.com](https://www.linkedin.com/company/m3-accounting)

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