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For Companies At a Glance
- Tasks: Drive customer success and build strong relationships with key clients in the hospitality sector.
- Company: Join a fast-growing B2B SaaS company transforming hospitality operations.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by helping businesses thrive through innovative technology.
- Qualifications: 3+ years in Customer Success and SaaS experience required.
- Other info: Embrace a diverse, collaborative environment with a focus on personal development.
The predicted salary is between 36000 - 60000 £ per year.
Mapal Group is looking for an Edinburgh based Sr. Customer Success Manager.
A Senior Customer Success Manager (SCSM) is responsible for driving long term value and adoption for strategic, key customers by aligning the product’s capabilities with their business goals. SCSMs act as a trusted advisor, proactively managing relationships, mitigating risk, and ensuring a seamless customer experience across complex stakeholder groups. They also collaborate cross‑functionally to influence product direction, drive retention, and identify expansion opportunities. A SCSM is regarded as a role model of operations and customer management in the Customer Success Team.
Responsibilities
- Manage a defined portfolio of Enterprise 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 Business Reviews, 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.
Qualities / Requirements
- Fluent in English (Spanish & French is beneficial).
- Minimum 3 years experience working in Customer Success.
- Minimum 3 years working in SaaS.
- 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.
- Training experience a plus.
- 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.
Skills
- 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.
- An exceptional communicator who shares best practices effectively, clearly articulates value, and confidently reframes challenges into opportunities.
- 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 the Company
We are a fast-growing B2B SaaS company transforming how hospitality businesses operate through technology. Mapal Group provides an integrated platform that helps restaurants, hotels, and contract catering brands optimize operations, empower their teams, and scale efficiently. Operating across Europe, the UK, and LATAM, we continue to expand our footprint as we accelerate our growth.
Our Culture
Our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goals. At Mapal, we believe our differences make us stronger. We’re proud to offer equal opportunities to everyone, no matter your background, identity, or life experience. What matters most to us is your talent, your passion, and the ideas you bring to our team. We’re committed to creating an inclusive workplace where everyone feels valued, respected, and supported. In line with applicable UK regulations, we provide reasonable accommodation for candidates and employees with disabilities. If you require any assistance during the application or interview process, please inform the Talent Acquisition team.
Senior Customer Success Manager employer: Mapal Group
Contact Detail:
Mapal Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Mapal Group or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by researching Mapal Group's products and their impact on the hospitality sector. Show us you understand how our platform can help businesses thrive, and be ready to discuss how you can drive customer success.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've successfully managed customer relationships and driven product adoption in your previous roles. We love hearing about real-life experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining our team at Mapal Group.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Customer Success and SaaS. We want to see how your skills align with our mission at Mapal Group, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: As a Senior Customer Success Manager, excellent communication is key. Use your application to demonstrate your ability to articulate ideas clearly and effectively. We love seeing candidates who can convey their thoughts in a structured and engaging way.
Highlight Your Problem-Solving Abilities: We’re looking for someone who can identify challenges and turn them into opportunities. In your application, share examples of how you've tackled problems in the past, especially in a fast-paced environment like hospitality or SaaS.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Mapal Group!
How to prepare for a job interview at Mapal Group
✨Know Your Customers
Before the interview, research Mapal Group's key customers and their business goals. Understanding their needs will help you demonstrate how your experience aligns with driving customer success and retention.
✨Showcase Your SaaS Experience
Be ready to discuss your previous roles in Customer Success, especially within the SaaS industry. Highlight specific examples where you've driven product adoption and managed relationships effectively, as this is crucial for the Senior Customer Success Manager role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle objections. Think of past experiences where you turned challenges into opportunities, and be prepared to share these stories.
✨Emphasise Communication Skills
As a trusted advisor, your communication skills are vital. Practice articulating your thoughts clearly and confidently, and be ready to discuss how you've influenced stakeholders and collaborated across teams in previous roles.