Customer Success Manager | Hotel Manager | UK
Creating a new category in hotel software
In a world of major breakthroughs and constant quality-of-life upgrades,our hotel stays have often felt outdated. And even as the expectations ofmodern travellers evolve, hotels still rely on methods like printed...
Creating a new category in hotel softwareIn a world of major breakthroughs and constant quality-of-life upgrades,our hotel stays have often felt outdated. And even as the expectations ofmodern travellers evolve, hotels still rely on methods like printedmaterials to engage guests and maximise their experience.So, four years ago, in 2020, the Hotel Manager idea was born. Throughour continued close partnership with hoteliers and the wider industry,we’ve been delivering a radically better experience at hotels forguests—and staff—with our award-winning platform.Our north star: every guest is delighted, and every team member isempowered.What are the role requirements?In this role, you will be expected to:Ramp in 60 days, from familiarisation to completing a full post-salescustomer lifecycleThereafter lead consultative Success sessions with your book ofaccounts soloHelp the founders build and scale the Customer Success team andinitiativesWe believe the right person will be able to fulfil the followingresponsibilities:Maintain a detailed CRM, ensuring it is the single source of truth forall relevant customer information.Develop and execute personalised onboarding plans that deliverproof-of-value via successful product adoption.Work with customers to develop success plans that align with theirbusiness goals, facilitating regular reviews to track progress and adjuststrategies as needed.Coordinate with Product and Engineering teams to facilitate smoothintegrations, ensuring configurations meet the unique needs of eachcustomer.Provide comprehensive training sessions and resources, empoweringcustomers to maximise their use of Hotel Manager. Offer ongoing support toresolve any issues promptly.Actively monitor customer health metrics, identifying risks andopportunities.Serve as the voice of the customer internally, gathering feedback andcollaborating with the Go-To-Market and Product teams to refine and enhanceour offerings.Identify and develop champions at hotels, who go on to become productevangelists.Work with the Sales team to identify upsell opportunities that alignwith our customer’s evolving needs.On occasions, you may be expected to travel and provide on-site supportat hotels for onboarding, ensuring our partners experience a seamlesstransition and start to their journey with us.You’ll be a great fit you have …Proven experience (3+ years) in a customer success, account management,or similar role within B2B SaaS. You’re well-versed in the nuances ofonboarding new users seamlessly onto new platforms.Strong understanding of software implementation and integrationprocesses, preferably with experience in hospitality tech solutions.Excellent communication and relationship-building skills, capable offostering long-term customer relationships.Analytical mindset, able to interpret data to drive decision-making anddemonstrate value to customers.Comfortable navigating the dynamic challenges of a fast-paced techenvironment.What’s it like to work at Hotel Manager?We’re assembling a team of exceptional problem-solvers withdiverse voices, innovative ideas, and unique experiences to help us shapeHotel Manager. You’ll be a key player in setting the tone anddirection for your domain of expertise, collaborating with a dynamic andmultidisciplinary team.You’ll love working here if you …Enjoy getting stuck in and being hands-on, finding deep fulfilment inmaking direct contributions to business successCrave autonomy and excel when given expansive responsibilities thatempower you to make significant impactEmbrace dynamic and agile environments where adaptability and embracingchange are the normWhat does the hiring process look like?Candidates can expect:[45 mins] Intro call with Weronika from our Talent team, where you’lllearn more about our product and the role[60 mins] Deeper dive into your skills and experience with your futuremanager[60 mins] Take-home assignment and panel presentation to Weronika, yourmanager, and one of our foundersWe aim to respond to all applicants within a week of applicationsubmission. We share and request feedback at each stage.What we offerA competitive salary of £42,000 – £50,000 linked to yourexperienceRemote and flexible workingApple hardwareUnlimited PTOCompany merchandiseRegular team events in London and an annual summer summit Show more Show lessTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home
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