At a Glance
- Tasks: Drive customer satisfaction and retention while managing client relationships and onboarding processes.
- Company: Join HBX Group, a leading tech partner in the travel industry.
- Benefits: Enjoy an attractive benefits package and opportunities for career development.
- Other info: Work in a diverse, innovative environment with global career opportunities.
- Why this job: Be part of a dynamic team making a real impact in the travel sector.
- Qualifications: Experience in customer success or account management with strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We bring together global and local brands in accommodation, transport, activities and payments, serving 300,000 hotels and 60,000 hard‐to‐reach, high‐value clients across 140 source markets. Tech-driven with a customer-first mindset, our commercial teams and talented HBX people are the heart of what makes us unique. At HBX, we believe that tech + data + people set us apart, supported by our “global approach, local touch” philosophy.
Job Summary
The Customer Success Manager is responsible for driving customer satisfaction, product adoption, retention, and revenue growth across a portfolio of clients. Acting as a trusted advisor, the role ensures customers achieve maximum value from Civitfun's solutions through effective onboarding, proactive relationship management, personalized support, and strategic guidance. By identifying customer needs, resolving issues, promoting best practices, and uncovering expansion opportunities, the Customer Success Manager strengthens client loyalty, improves satisfaction, and contributes to long-term business growth.
Key Responsibilities
- Build and maintain strong client relationships, acting as a trusted partner throughout the customer lifecycle.
- Drive customer retention and loyalty by delivering consistent value, personalized support, and proactive account management.
- Lead onboarding and implementation processes, ensuring a smooth and successful customer experience from day one.
- Promote product adoption and engagement through training, best-practice guidance, and ongoing customer education.
- Conduct regular client reviews to understand business objectives, demonstrate value delivered, and identify improvement opportunities.
- Gather customer feedback and insights to improve the client experience and support product development initiatives.
- Collaborate closely with Sales, Product, and Support teams to address customer needs and drive successful outcomes.
- Identify and support upselling and expansion opportunities by aligning additional products and services with evolving customer requirements.
- Contribute to continuous improvement by documenting processes, sharing best practices, and participating in team reviews and knowledge-sharing initiatives.
- Support the achievement of key customer success metrics, including retention, product adoption, customer satisfaction, and Net Promoter Score (NPS).
Skills & Experience
- Proven experience in Customer Success, Account Management, Client Services, or a similar customer-facing role.
- Strong ability to build trusted relationships and manage stakeholders across different levels of an organization.
- Demonstrated success in driving customer retention, adoption, satisfaction, and account growth.
- Experience managing customer onboarding, implementation, and change management activities.
- Excellent communication, presentation, and interpersonal skills.
- Strong problem-solving capabilities with a proactive and customer-centric mindset.
- Ability to analyze customer data and translate insights into actionable recommendations.
- Experience identifying and supporting upsell, cross-sell, or expansion opportunities.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
- Collaborative approach with experience working cross-functionally with Sales, Product, and Support teams.
- Experience in SaaS, hospitality, travel technology, or a related industry is preferred.
- Fluent English communication skills; additional languages are an advantage.
At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
You will have the opportunity to work for a company that is going through significant change in becoming the world’s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey. As well as an attractive benefits package you will be able to work within an innovative, engaging and multicultural environment, have the opportunity to build strong and lasting business relationships and friendships from around the world, and have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
Strategic Customer Success Partner employer: Hotelbeds Group
At HBX Group, we pride ourselves on being a leading technology partner in the travel industry, offering a vibrant and inclusive work culture that fosters innovation and collaboration. Our employees enjoy a wealth of growth opportunities, whether locally in London or at one of our stunning global locations, all while being part of a diverse team that values every individual's contribution. With a strong focus on customer success and a commitment to employee well-being, we empower our team members to thrive and make a meaningful impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Partner
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hotelbeds Group. 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 Hotelbeds Group 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 Strategic Customer Success Partner
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 Hotelbeds Group:Your cover letter is your chance to shine! Tell us why you want to work at Hotelbeds Group 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 Hotelbeds Group!
How to prepare for a job interview at Hotelbeds Group
✨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.
