At a Glance
- Tasks: Manage key customer accounts and deliver exceptional support to enhance their success.
- Company: Join a fast-growing tech company revolutionising short-term rentals with innovative solutions.
- Benefits: Enjoy stock options, unlimited PTO, private health insurance, and more perks!
- Other info: Be part of a diverse team that values curiosity and collaboration.
- Why this job: Make a real impact by helping customers thrive in the evolving travel landscape.
- Qualifications: 3+ years in customer success, fluent in English and French, data-savvy.
The predicted salary is between 50000 - 65000 £ per year.
Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We’re profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. It is with that in mind that Beyond is looking for a Senior Customer Success Manager I to join our growing team. Reporting to our Manager of Customer Experience, EMEA, you will have the opportunity to manage our largest customers and those who have an outsourced revenue manager as part of our Guidance offering. You will play a pivotal role in delivering a white-glove customer experience. The role will also provide cross-functional business exposure to the Revenue Management team. As the world and travel landscape shift around us, so too do the needs of our customers, and this role plays a key component in ensuring that they not only survive but thrive in this environment.
Beyond is passionate about diversity and cultivating our team’s potential. As our Senior Customer Success Manager, you'll be responsible for:
- Driving customer adoption, retention and satisfaction for an assigned book of accounts
- Providing analyses on booking trends and pricing performance for clients
- Building relationships with customers by driving value using a consultative approach to become an influencer and trusted extension of their team for Guidance accounts
- Training clients on the basics of revenue management and how to effectively use our tool to increase revenue
- Ensuring our customer’s success by analysing how they can maximise revenue and utilise Beyond to review booking data and charts to make pricing decisions
- Monitoring and reporting on the health and risk of assigned accounts
- Reviewing Beyond’s algorithm performance in existing markets, making actionable recommendations based on data-driven insights
- Partnering closely with the Revenue Management, Sales, and Customer Experience Teams and help mentor junior members of the team
Have deep customer-empathy: you find fulfillment in helping customers reach their goals. Enjoy working with people: you are driven to provide an excellent customer experience. Be data-minded: you are exceptional with data and leveraging it to make strategic decisions.
3+ years of experience working in customer success
Fluency and ability to work with customers in English and French
Experience working with software or ability to learn a wide variety of tools for data analysis, including comfort with data sets in Excel
Experience helping customers through presentations, trainings, or day-to-day questions
Experience in SaaS, tech and/or the short-term rental industry preferred
Fluency in any additional European language is a plus
Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more!
We Care about Diversity, Equity and Inclusion: Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team.
Locations
StudySmarter Expert Advice🤫
We think this is how you could land Remote Senior Customer Success Manager - English and French Speaking in Devon, Exeter
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Beyond. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Beyond before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Senior Customer Success Manager - English and French Speaking in Devon, Exeter
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Beyond:Your cover letter is your chance to shine! Tell us why you want to work at Beyond specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Beyond!
How to prepare for a job interview at Beyond
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
