Customer Success Specialist

About the role

Exely is looking for a Customer Success Specialist based in Colombo to help hoteliers increase direct sales and streamline operations using our online solutions. You will be the main point of contact for local hotel clients, ensuring their success and revenue growth.

Key responsibilities

• Serve as the primary contact for Sri Lankan hotel clients, addressing queries and issues promptly.
• Monitor client performance, provide improvement suggestions, and conduct regular check‑ins and quarterly business reviews.
• Handle up to 15 onsite meetings per month and collaborate with internal teams to resolve problems quickly.
• Proactively work with existing customers to boost direct online sales and focus on revenue‑driving strategies.
• Participate in local events, webinars, exhibitions and other marketing activities.
• Share best practices within a global team and stay updated on product features and industry trends.

Required profile

• Based in Colombo with at least 1 year experience in account management, sales, revenue management or customer success within hotels, OTAs, HotelTech, IT or related sectors.
• Strong written and verbal communication skills in Sinhala and English.
• Highly proactive, relationship‑focused and analytically minded.
• Comfortable using CRM tools and standard office software.

Required skills

• CRM platforms
• Microsoft Excel
• Power BI
• Zendesk
• Omnidesk
• Jira

What we offer

• Competitive salary plus KPI‑based commissions.
• Fully remote full‑time role (09:00‑18:00 UTC+5:30).
• Laptop, headset and mobile phone provided.
• Dedicated training manager and continuous support from an international team.
• Company‑covered business trips across Sri Lanka and participation in English Speaking Club, workshops and networking programs.