Customer Success Manager

Customer Success Manager

The Role

Our client is a an extremely exciting startup business in the world of hospitality tech. They are now hiring a Customer Success Manager that will lead and establish the customer success department over the next few years as well as focusing will be on building strong relationships with customers, understanding their needs, and providing personalised support to drive adoption and retention.

Key Responsibilities:

• Serve as the primary point of contact for customers, offering guidance, assistance, and troubleshooting support
• Onboard new customers, providing training and support
• Proactively engage with customers to understand their goals, challenges, and feedback
• Develop and maintain strong relationships with key stakeholders at partner businesses
• Monitor customer usage and engagement metrics, identify opportunities for upselling or expansion, and work closely with the sales team to drive revenue growth
• Develop and implement customer success strategies
• Act as a voice of the customer within the business
• Collaborate cross-functionally with internal teams

Desired Skills and Qualifications

• Proven track record in a customer success management role, ideally within SaaS, is essential
• Previous experience within a startup or scaleup environment is essential
• Familiarity with CRM software and customer support tools to manage interactions, track progress, and analyse data is essential
• Previous experience within the hospitality industry (in any form), is desirable

The Package

• Basic salary of £50,000 - £55,000 (based on experience and suitability)
• Hybrid working
• Share options