At a Glance
- Tasks: Drive customer success and satisfaction while managing key accounts in a dynamic environment.
- Company: Join Beyond, a fast-growing tech company revolutionising short-term rentals with AI.
- Benefits: Enjoy a competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Be part of a diverse team that values curiosity, craft, and care.
- Why this job: Make a real impact by helping customers thrive in the evolving travel landscape.
- Qualifications: Fluent in English and French, with strong customer empathy and relationship-building skills.
The predicted salary is between 60000 - 80000 £ 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. We believe people are the most important part of any business, starting with ours. 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. You will work to ensure that these customers are successful and long-lasting customers of Beyond to allow us to maintain our foothold as the market leader in this industry. 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.
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
- Securing annual subscription renewals and uncovering expansion opportunities
- Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met
- Monitoring and reporting on the health and risk of assigned accounts
- Maintaining a deep understanding of Beyond Pricing’s suite of products
- 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
- Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas
So what kind of person are we looking for in this role? The person who will be successful in this role will be:
- Have deep customer-empathy: you find fulfillment in helping customers
Remote Senior Customer Success Manager - English and French Speaking in Norwich employer: Beyond
Beyond is an exceptional employer that prioritises the growth and well-being of its employees, fostering a collaborative and inclusive work culture. As a Senior Customer Success Manager, you will not only have the opportunity to work with a diverse global team but also benefit from ongoing professional development and mentorship, ensuring your career flourishes in a fast-paced, innovative environment. With a focus on employee satisfaction and a commitment to diversity, Beyond offers a unique chance to make a meaningful impact in the thriving short-term rental industry.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Senior Customer Success Manager - English and French Speaking in Norwich
✨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 Norwich
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.
