Role description
Customer Success Manager
Threshold 360Competitive Salary | + Bonus + Equity | 2–5 yrs SaaS CS | Remote
THE OPPORTUNITY
Threshold 360 has spent a decade building the world's largest platform for immersive 360° content - 20,000+ venues, 2 million daily views, and customers spanning hospitality, tourism, event spaces, and destinations across North America. Our latest product, Aether, turns a single photo capture into cinematic video reels, immersive 3D experiences, and branded content. No drone. No crew. No reshoots.
We're looking for a Customer Success Manager to own and grow our customer relationships — and to build the CS function as we scale. This is a ground-floor leadership role: you'll help define how we do customer success and redesign the CS playbook.
WHAT YOU'LL OWN
• Gross renewal rate and expansion revenue — you'll own these targets
• A proactive renewal cadence: structured 12-month touchpoints that add value and drive retention before it's ever at risk
• Customer onboarding, platform adoption, and ongoing training across your book of accounts
• Upsell and upgrade conversations — identifying opportunities and closing them in partnership with BD
• Product demos for existing accounts exploring new capabilities
• Direct input to the product roadmap — you'll represent the customer perspective to the team, not just log tickets
• CS infrastructure: define the processes, playbooks, and tools that will take us to the next level
WHAT WE'RE LOOKING FOR
• 2–5 years in SaaS customer success or account management with a demonstrable retention and renewal track record
• You've owned a renewal or expansion number - not just contributed to team goals
• A trusted advisor to your accounts - you build relationships with operators, not just inboxes
• Background in hospitality, tourism, entertainment, or an adjacent vertical is a strong plus
• Clear, confident communicator - comfortable presenting to hotel GMs, DMO directors, and venue operators
• Able to design new strategies for clients to maximize the value of Threshold360 content and solve their most pressing challenges
• You operate best in an early-stage environment where structure is still being built
• Technically curious with the ability to learn and clearly explain a visual, fast-evolving product
THE PRODUCT
Aether turns a single 360° photo capture into cinematic video reels, immersive 3D experiences, and branded content - all from one dashboard. It's built on our Virtual Tours platform, the industry standard trusted by Marriott, Visit Austin, Visit Dallas, and 20,000+ venues across North America. The product is visually compelling, results-driven, and easy to demonstrate.
NETWORK
20,000+
Venues on platform
DAILY CONTENT VIEWS
2M+
Across partner properties
COMPENSATION & BENEFITS
• Competitive base salary + performance bonus plan
• Stock options / equity participation
• Remote-friendly with HQ access in Tampa, FL
• Flexible PTO and sick time
• Health and dental coverage
• Path for continued professional growth and leadership
ABOUT THE TEAM
We're a small, focused team headquartered in Tampa at Embarc Collective - one of the top startup communities in the Southeast. You'll report to senior leadership and have real influence on how the company operates. We move quickly, we're building something that hasn't existed before, and we’re excited to connect with you.