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- Tasks: Build relationships and deliver value to mid-market customers while driving retention and growth.
- Company: Join Mapal Group, a leader in hospitality solutions with an inclusive culture.
- Benefits: Competitive salary, bonuses, career advancement, and a supportive work environment.
- Why this job: Make a real impact in a dynamic role that fosters customer success and innovation.
- Qualifications: 2+ years in Customer Success or Account Management; strong communication and problem-solving skills.
- Other info: Fast-paced, multicultural environment with opportunities for personal and professional growth.
The predicted salary is between 28800 - 48000 £ per year.
Are you passionate about building relationships, delivering customer value, and growing together with your clients? This opportunity is for you!
The Customer Success Manager (CSM) works in a consultative capacity with mid-market customers to understand their operational needs and evolving business objectives. By recommending and introducing new functionalities or products, the CSM ensures customers maximize the value of Mapal’s solutions and achieve ongoing operational success.
The primary objective of this role is to manage and grow a portfolio of mid-market customers, building trusted relationships at scale while driving retention, adoption, and revenue growth.
Responsibilities- Manage a defined portfolio of mid-market customers, executing account plans to drive retention and product adoption.
- Protect and grow recurring revenue by managing controllable attrition and maintaining ARR across the portfolio.
- Understand customer goals, growth plans, and key stakeholders to identify cross-sell and upsell opportunities in partnership with Sales.
- Maintain detailed and accurate account records within the CRM system (Planhat).
- Drive scalable success motions such as QBRs, enablement sessions, and product adoption initiatives.
- Contribute to the identification and sharing of hospitality industry best practices.
- Act as a trusted advisor, ensuring a consistent and positive customer experience across the customer lifecycle.
- Monitor health and usage data to identify risks, trigger proactive actions, and prevent churn.
- Deliver scalable programs, best practices, and product updates to maximise adoption and engagement.
- Fluent in English (Spanish & French is beneficial).
- Minimum of 2 years’ experience working in Customer Success, Account management or sales.
- Ability to identify problems and opportunities as well as offer or implement actions and solutions.
- Proven ability to effectively manage work across teams and disciplines.
- An ability to influence others through effective communication and negotiations.
- Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.
- Excellent oral and written communication skills.
- Excellent personal organization skills and attention to detail.
- Strong people skills. Ability to work well with a diverse multi-cultural environment; willingness to work flexible hours when required.
- Ability to work independently or as part of a team and ability to take direction is a must.
- Exceptional communicator who teaches best practices, articulates value, and reframes problems.
- Comfortable in a fast-paced, changing environment.
- Tailors messages, uncovers needs, and challenges assumptions with data and insight.
- Confident in objection handling, negotiation, and guiding customers to impactful decisions.
- Adaptable, organised, and effective in fast-paced environments.
- Analytical and insight-driven, using data to trigger actions and identify growth opportunities.
- Curious, growth-minded, and proactive in learning and sharing knowledge.
- Resilient, solution-focused, and committed to scalable success.
About Mapal Group: Mapal Group offers competitive salaries, achievable incentive bonuses, career advancement opportunities, and a unique employee-focused culture that is inclusive and committed to providing equal opportunities for everyone. At Mapal Group, you’ll find a fast-paced, agile, and multicultural environment where we move quickly to meet—and exceed—the needs of hospitality providers across the globe. Our passion for customer service and innovation is driving us to become the market leader in hospitality solutions for hotels, pubs, restaurants, and institutional catering.
If you’re motivated to work in a dynamic environment with real impact on our customers’ businesses, apply now!
Customer Success Manager (Mid-Market) employer: Mapal Group
Contact Detail:
Mapal Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Mid-Market)
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Show your passion! When you get the chance to chat with potential employers, let your enthusiasm for customer success shine through. Share stories about how you've helped clients achieve their goals – it’s all about demonstrating your value.
✨Tip Number 3
Prepare for interviews by researching the company and its products. Understand their customer base and think about how you can contribute to their success. Tailor your answers to show you’re the perfect fit for their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Success Manager (Mid-Market)
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for building relationships and delivering customer value shine through in your application. We want to see how you connect with clients and help them grow!
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success or Account Management. We’re looking for those who can demonstrate their ability to manage portfolios and drive retention effectively.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that showcase your skills without unnecessary fluff.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Mapal Group
✨Know Your Customers
Before the interview, research Mapal's mid-market customers and their specific needs. Understanding their operational requirements and business objectives will help you demonstrate how you can build trusted relationships and drive customer success.
✨Showcase Your Communication Skills
As a Customer Success Manager, effective communication is key. Prepare examples of how you've influenced stakeholders or resolved conflicts in previous roles. This will highlight your ability to articulate value and guide customers towards impactful decisions.
✨Be Data-Driven
Familiarise yourself with metrics that matter in customer success, such as retention rates and product adoption. Be ready to discuss how you've used data to identify risks or opportunities in past positions, showcasing your analytical mindset.
✨Demonstrate Adaptability
Mapal operates in a fast-paced environment, so be prepared to discuss how you've thrived in similar situations. Share stories that illustrate your resilience and solution-focused approach when faced with challenges or changes.
