Customer Success Senior handling major accounts in a hybrid work environment with a focus on KPI performance and client relationships.
About the role
- Team Lead for Customer Success managing a small team of Customer Success Managers for RoomRaccoon, a hospitality SaaS company enhancing hotel operations.
Responsibilities
- Lead a team of 5–6 Customer Success Managers and help them succeed every day
- Run regular 1:1s, give actionable feedback, and nurture a high-performing team culture
- Set clear goals for retention, adoption, and growth, and help your team achieve them
- Ensure every SMB hotel gets a smooth post-onboarding journey and real value from RoomRaccoon
- Step in to support escalations or tricky customer situations, coaching your team on negotiation and stakeholder management
- Guide CSMs to prioritize their portfolio to balance short-term wins and long-term relationships
- Keep processes, data, and reporting accurate to help the team scale efficiently
- Help create and continuously improve customer success playbooks and workflows
- Partner with Product, Sales, and Support to elevate the overall customer experience
- Gather insights from hotels and communicate them to our Product team
- Ensure our roadmap reflects real customer needs, especially for SMB hoteliers
Requirements
- 3+ years leading or mentoring a customer-facing team in B2B SaaS (CS, AM, or CX)
- Experience managing SMB customers, preferably in hospitality or SaaS
- Strong communicator, able to handle escalations and challenging conversations with ease
- Data-driven, comfortable using metrics to guide decisions
- Passionate about helping hotels succeed and excited by a fast-moving scale-up environment
- Fluent in English; an additional European language is required
Benefits
- Performance bonuses
- Employee Equity Scheme
- Annual training budget
- Annual Hotel experience
- Birthday leave
- Long service leave and bonuses
- Quarterly team building budgets & office massages
- Friday lunches on us
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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