At a Glance
- Tasks: Lead and develop a dynamic Customer Success team to enhance client satisfaction.
- Company: Join Booking Experts, a fast-growing SaaS company revolutionising hospitality management.
- Benefits: Competitive salary, hybrid work, 25 days leave, and continuous learning opportunities.
- Other info: Shape the future of Customer Success while enjoying a supportive and innovative culture.
- Why this job: Make a real impact in a thriving international company focused on customer success.
- Qualifications: 3+ years in leadership within SaaS or hospitality, strong analytical and communication skills.
The predicted salary is between 50000 - 60000 £ per year.
Teamlead Customer Success Management
Are you passionate about helping teams perform at their best?
Do you enjoy combining people leadership, process improvement and customer success strategy?
If so, we'd love to hear from you.
About Booking Experts
At Booking Experts, we're transforming the way hospitality businesses operate.
Our all-in-one software platform helps holiday parks, campsites, hotels and accommodation providers manage reservations, automate processes and deliver exceptional guest experiences.
We work with hospitality businesses across Europe and continue to grow rapidly.
Our mission is simple: to help hospitality entrepreneurs spend less time on administration and more time focusing on their guests.
As part of our team, you'll join a fast-growing Saa S company where innovation, ownership and customer success are at the heart of everything we do.
You'll play a key role in shaping the future of our Customer Success organisation as we continue to scale internationally.
About the Role
As Teamlead Customer Success, you'll be responsible for leading, developing and growing our Customer Success team.
You'll combine hands‑on leadership with strategic thinking, ensuring that our Customer Success Managers consistently help customers achieve long‑term success with Booking Experts.
You'll work closely with your team to improve customer outcomes, drive retention and build scalable processes that support our continued growth.
By leveraging customer data, performance metrics and customer feedback, you'll help shape the future of our Customer Success strategy.
This is an opportunity to make a significant impact on both our customers and our organisation as we continue to expand across Europe.
- What You'll Be Doing
- Leading, coaching and developing a team of Customer Success Managers.
- Creating a high-performance culture focused on customer outcomes and continuous improvement.
- Supporting team members in becoming trusted strategic advisors to their customers.
- Monitoring customer health, retention and satisfaction metrics.
- Defining, tracking and improving Customer Success KPIs.
- Identifying process inefficiencies and implementing scalable improvements.
- Developing playbooks, best practices and frameworks to support team consistency.
- Managing and supporting complex customer escalations when required.
- Collaborating with Product, Sales, Marketing and Support teams to improve the customer experience.
- Translating customer feedback and market insights into actionable recommendations.
- Contributing to the long-term strategy and growth of the Customer Success function.
About You
We're looking for an experienced leader who enjoys helping both customers and team members succeed.
You’ll likely have
- A higher education qualification or equivalent level of thinking and working.
- At least 3 years of experience in a leadership role within a Saa S, technology or hospitality-related business.
- Experience leading customer-facing teams such as Customer Success, Account Management or Support.
- Strong analytical skills and the ability to use data to drive decision-making.
- Experience defining, tracking and improving KPIs.
- A track record of improving processes and driving operational excellence.
- Excellent communication and stakeholder management skills.
- The ability to balance strategic thinking with day‑to‑day execution.
- What You'll Bring
You're an inspiring leader who knows how to develop people while maintaining a strong focus on results.
You enjoy solving complex challenges, building scalable processes and helping teams reach their full potential.
You combine commercial awareness with a customer‑first mindset and are comfortable working across multiple departments.
Most importantly, you're excited about helping shape the future of Customer Success within a growing international Saa S company.
What We Offer
- A competitive salary based on your experience.
- Annual salary reviews.
- A 10% salary increase after your first year.
- Hybrid working opportunities.
- 25 days of annual leave.
- The opportunity to play a key role in scaling our Customer Success organisation.
- Access to our Learning Management System (LMS), internal training and ongoing development opportunities.
- The opportunity to make a real impact in a growing international Saa S company.
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Teamlead Customer Success Management ParcVu powered by Booking Experts · Chester, Manchester ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bookingexperts. 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 Bookingexperts 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 Teamlead Customer Success Management ParcVu powered by Booking Experts · Chester, Manchester ·
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 Bookingexperts:Your cover letter is your chance to shine! Tell us why you want to work at Bookingexperts 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 Bookingexperts!
How to prepare for a job interview at Bookingexperts
✨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.
