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- Tasks: Oversee software deployment in hospitality and ensure customer success.
- Company: Dynamic tech company focused on customer satisfaction in the hospitality sector.
- Benefits: Full-time role with opportunities for travel and professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving success.
- Qualifications: 5+ years in Customer Success with strong communication and technical skills.
- Other info: Fast-paced environment with global collaboration and diverse account management.
The predicted salary is between 36000 - 60000 £ per year.
In this position you will oversee the deployment of software solutions in the hospitality sector and ensure customer success. We are looking for someone with great technical awareness, customer success and customer growth experience!
Responsibilities
- Serve as the primary point of contact for a portfolio of customers throughout the entire lifecycle, ensuring a seamless and positive experience.
- Build trusted, consultative relationships by understanding customer goals and aligning capabilities to support those objectives.
- Monitor customer health, usage trends, and engagement metrics to proactively identify risks and take steps to prevent churn.
- Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs).
- Identify opportunities to expand customer adoption of SaaS solutions and collaborate with Sales on upsell/cross-sell opportunities.
- Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities.
- Work cross-functionally with Product, Support, Engineering, Sales, and Partner Management to resolve issues, streamline service delivery, and advocate for the customer.
- Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions.
Qualifications
- Familiarity with the hospitality industry or similar service-driven vertical.
- 5+ years of proven experience in Customer Success, Account Management, or similar customer-facing roles, with a focus on relationship management, retention, and growth.
- Exceptional communication skills, capable of presenting technical information to both technical and non-technical audiences.
- Strong technical aptitude with experience in networking concepts, Wi‑Fi infrastructure, topology, or IT environments - able to talk with technical teams and lead technical calls.
- High attention to detail with strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced environment, balancing multiple priorities across a diverse portfolio of accounts.
- Comfortable working across global time zones as needed to support customers and internal teams.
- Occasional travel for company meetings or customer onsite engagements.
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Customer Success Manager - EMEA employer: som3 Recruitment
Contact Detail:
som3 Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - EMEA
✨Tip Number 1
Network like a pro! Reach out to people in the hospitality sector or those already working at companies you're interested in. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Show off your skills! When you get the chance to speak with potential employers, highlight your technical know-how and customer success experience. Use real examples to demonstrate how you've made a difference in previous roles.
✨Tip Number 3
Prepare for interviews by researching the company and its products. Understand their customer base and think about how you can help them succeed. This will show you're genuinely interested and ready to hit the ground running.
✨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 platform.
We think you need these skills to ace Customer Success Manager - EMEA
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Success Manager. Highlight your experience in customer success, especially in the hospitality sector, and showcase any relevant technical skills that align with our needs.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your background makes you the perfect fit for this role. Don’t forget to mention your familiarity with SaaS solutions!
Showcase Your Communication Skills: Since communication is key in this role, make sure your application reflects your ability to convey complex information clearly. Use straightforward language and structure your thoughts logically to demonstrate your exceptional communication skills.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at som3 Recruitment
✨Know Your Customer Success Stuff
Make sure you brush up on your customer success knowledge, especially in the hospitality sector. Be ready to discuss how you've built relationships and driven growth in previous roles. Think of specific examples where you’ve turned a challenging situation into a success story.
✨Show Off Your Technical Skills
Since this role requires a strong technical aptitude, be prepared to talk about networking concepts and IT environments. You might even want to explain a technical issue you resolved in layman's terms, showcasing your ability to communicate with both technical and non-technical audiences.
✨Demonstrate Your Analytical Mindset
Highlight your experience with tracking customer health and engagement metrics. Bring examples of how you've used data to identify risks or opportunities for upselling. This will show that you can proactively manage customer relationships and drive satisfaction.
✨Be Ready for Cross-Functional Collaboration
This role involves working with various teams, so think of times when you’ve collaborated across departments. Share how you’ve advocated for customers and contributed to product improvements based on their feedback. This will demonstrate your ability to work effectively in a team-oriented environment.
