Responsibilities
- Manage the complete post-sales customer journey — from onboarding through adoption, retention, and renewal — for a designated group of strategic EMEA clients, with full accountability.
- Serve as a trusted advisor on revenue strategy, applying in-depth hospitality knowledge to align product capabilities with complex, multi-departmental business objectives, and act as the main escalation point for high-level client issues.
- Conduct strategic business reviews and lead advanced training sessions using AI-powered tools to demonstrate measurable ROI, and apply AI-driven analytics to monitor usage and market trends, identifying risks and expansion opportunities.
- Develop customized adoption strategies that reflect regional and market-specific dynamics across EMEA, working closely with Product, Sales, and Support teams to represent customer needs and help shape future product development.
- Guide junior Customer Success Managers in effective practices, revenue management fundamentals, and the use of AI-enhanced customer success technologies to strengthen team performance.
- Ensure precise and up-to-date account documentation in Salesforce through automated tracking and AI-supported reporting, maintaining transparency on portfolio health for both team and leadership.
Benefits
- Your deep understanding of hospitality revenue, profitability, and commercial operations is essential — not optional — and forms the foundation of your credibility and impact.
- AI manages routine tasks like reporting and data entry, allowing you to focus on high-value human interactions such as relationship-building, negotiation, and executive communication.
- Join a tightly connected, high-performing team that values collaboration and protects its positive, inclusive culture.
- Exercise full ownership over customer strategy, including decisions on on-site engagements and internal escalations, with clear metrics for retention and net revenue retention to track performance.
Work Arrangement
Remote — Spain, UK, France, Germany
Team
Collaborative, high-performing EMEA Customer Success team with a strong cultural ethos.
Languages required
Business-fluent English and French are mandatory.
Location
Remote work based in Spain, UK, France, or Germany.
Department
Customer Success
Reports to
Director, Customer Success EMEA
Direct reports
None
Other
We are an equal opportunity employer. Diversity is valued, and we are dedicated to building an inclusive workplace. All qualified applicants will be considered without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics under applicable law.
