Customer Success Manager

United KingdomRemoteFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Requirements Summary

At least 3 years of experience working in the hospitality or events industry, such as in hotel or venue operations, event management, sales and events, or a related customer-facing role.

Technical Tools

Customer Success ManagerCustomer

As a Customer Success Manager, you will own the post-implementation customer journey, ensuring customers adopt, engage with, and realize lasting value from an innovative hospitality SaaS platform. You will manage a portfolio of international customers, build trusted relationships with stakeholders, and proactively drive product adoption, satisfaction, and retention. Working in a fully remote, international scale-up environment, you will collaborate closely with Account Management, Product, Support, Sales, and Professional Services to deliver exceptional customer outcomes. You will monitor customer health, identify potential risks, and develop tailored success plans that support long-term customer relationships. This individual contributor role offers the opportunity to shape customer success processes, improve engagement strategies, and influence product development through structured feedback. You will join a collaborative, AI-driven organization that values innovation, ownership, continuous improvement, and work-life balance.

Own the customer lifecycle following onboarding and implementation, ensuring a smooth transition into ongoing customer success management and preparing accounts for renewal.
Serve as the primary point of contact for customer adoption and outcomes, building strong relationships with stakeholders across IT, marketing, sales, operations, and senior management.
Develop and execute customer success plans for priority accounts, helping customers understand the platform's capabilities and maximize its value for their business.
Manage a portfolio of B2B customers proactively, driving product adoption and usage while identifying engagement opportunities, emerging risks, and potential retention challenges.
Establish structured customer engagement routines, including regular business reviews, operational check-ins, and stakeholder meetings to monitor progress and strengthen relationships.
Track customer health indicators, product usage metrics, support trends, and customer sentiment to assess adoption levels and identify opportunities for improvement.
Own customer Net Promoter Score (c-NPS) activities for assigned accounts, including campaign planning, results monitoring, trend analysis, and follow-up with both promoters and detractors.
Coordinate customer training sessions, webinars, product communications, and community initiatives to encourage adoption and keep customers informed about product developments.
Maintain accurate customer records, meeting notes, engagement histories, and account information in Salesforce and internal documentation systems.
Proactively identify at-risk accounts, maintain the designated account risk management program, and coordinate resolution efforts with Product, Professional Services, and Support teams.
Communicate customer health, retention risks, adoption progress, and demonstrated value to Account Management to support predictable, well-informed renewal planning.
Establish structured feedback loops with Product, Professional Services, and Support, sharing customer insights, usability feedback, recurring issues, and lessons learned.
Identify potential expansion opportunities based on customer needs, maturity, and product adoption, routing them to Account Management for commercial evaluation and execution.
Collaborate with Account Management on shared account plans, stakeholder mapping, renewal preparation, and expansion discussions, providing customer context and usage evidence without owning pricing, negotiations, or contract closure.
Contribute to the continuous improvement of customer-facing processes, internal tools, and success playbooks, helping build scalable practices within a growing organization.
Participate in relevant post-incident and post-project reviews, customer events, and cross-functional initiatives that strengthen customer relationships and long-term retention.

Requirements

~2 min read

At least 3 years of experience working in the hospitality or events industry, such as in hotel or venue operations, event management, sales and events, or a related customer-facing role.
First-hand understanding of how commercial, sales, event, and operational teams work, with the ability to identify their day-to-day challenges and business priorities.
Strong stakeholder management skills, with the ability to build trusted relationships with end users, operational teams, and senior decision-makers.
Demonstrated experience supporting change management, introducing new tools or processes, or encouraging teams to adopt new ways of working.
Excellent organizational and time management skills, with a structured approach to planning, follow-up, documentation, and managing multiple customer relationships simultaneously.
Professional fluency in English and at least one additional language among German, French, or Spanish.
Strong communication, listening, and problem-solving skills, combined with a proactive, customer-focused mindset and the ability to manage expectations effectively.
A collaborative approach and the ability to work independently in a fully remote, international environment while coordinating with multiple internal teams.
An interest in technology, SaaS products, and helping customers translate software capabilities into measurable business outcomes.
A willingness to take ownership, build processes, challenge existing practices, and contribute to the development of a growing Customer Success function.

Nice to Have

~1 min read

Previous experience in Customer Success, Account Management, or within a SaaS business.
Experience managing a portfolio of B2B customer accounts, with a focus on adoption, engagement, retention, and customer satisfaction.
Familiarity with Salesforce or other customer relationship management (CRM) platforms.
Experience working in a scale-up environment or helping establish a new Customer Success function.
Exposure to customer health scoring, adoption analytics, or Customer Success platforms such as Gainsight or ChurnZero.
Knowledge of an additional European language.

What We Offer

~2 min read

✓Fully remote working environment, with the flexibility to work from anywhere within the eligible European locations.

✓Choice of high-quality IT equipment, including Apple or Windows devices.

✓Opportunity to join an international team representing diverse nationalities, cultures, and professional backgrounds.

✓Monthly team meetings and annual company-wide events designed to strengthen collaboration and connections across the organization.

✓A people-first culture that prioritizes employee well-being, work-life balance, transparency, and open communication.

✓An entrepreneurial, fast-growing SaaS environment where individual contributions are visible and employees can help shape processes and business practices.

✓Opportunities to collaborate with cross-functional teams across Customer Success, Product, Sales, Support, and Professional Services.

✓Exposure to AI-driven ways of working and innovative technology within a rapidly evolving software environment.

✓The opportunity to influence customer experience, product adoption, retention strategies, and the development of a growing Customer Success function.

✓A supportive and collaborative workplace that encourages initiative, professional growth, and continuous learning.