UK – London/Remote
Creating an entirely new category in hotel software.
Why is this role important?
As a Customer Success Manager (CSM) and early key hire on our Activation team, you will be the linchpin in our relationship with customers, working with both boutique properties and global hotel brands, and guiding them through the entire post-sales lifecycle.
From strategic onboarding and successful implementation, to ensuring ongoing satisfaction and growth, you will work closely with hoteliers to enable a seamless product experience and strong customer relationships, maximising RevPAG and unlocking the potential of guest lifetime value for hotels.
What are the role requirements?
In this role, you will be expected to:
- Ramp in 60 days, from familiarisation to completing a full post-sales customer lifecycle
- Thereafter lead consultative Success sessions with your book of accounts solo
- Help the founders build and scale the Customer Success team and initiatives
We believe the right person will be able to fulfil the following responsibilities:
- Maintain a detailed CRM, ensuring it is the single source of truth for all relevant customer information.
- Develop and execute personalised onboarding plans that deliver proof-of-value via successful product adoption.
- Work with customers to develop success plans that align with their business goals, facilitating regular reviews to track progress and adjust strategies as needed.
- Coordinate with Product and Engineering teams to facilitate smooth integrations, ensuring configurations meet the unique needs of each customer.
- Provide comprehensive training sessions and resources, empowering customers to maximise their use of Hotel Manager. Offer ongoing support to resolve any issues promptly.