At a Glance
- Tasks: Shape the Customer Success function and nurture client relationships in hospitality tech.
- Company: VC-backed hospitality tech scale-up with a dynamic growth environment.
- Benefits: Hybrid work model, private health insurance, 26 days leave, and team socials.
- Other info: Opportunity for genuine ownership and career growth in a scaling business.
- Why this job: Join a fast-paced team and make a real impact on customer success.
- Qualifications: 3+ years in customer success, excellent communication, and problem-solving skills.
The predicted salary is between 45000 - 55000 £ per year.
We're excited to be partnering with a VC-backed hospitality tech scale-up that is growing its Customer Success function. As part of this expansion, they're looking to make their first ever Customer Success hire, a brilliant opportunity to come in, shape the function from the ground up, and make it your own. Reporting into the leadership team, you'll serve as a trusted partner to a portfolio of clients in the hospitality space, driving product adoption, satisfaction, and long-term retention. This is a fantastic opportunity for a customer-obsessed operator who thrives in a fast-paced, high-growth environment and wants genuine ownership in a scaling business.
You'll be joining a team of 30, based in London, working in a hybrid model with 3 days per week in the office and 2 days from home.
As their Customer Success Manager, you will:
- Own and nurture a portfolio of client relationships, acting as a trusted partner deeply embedded in their business goals, operations, and challenges.
- Drive product adoption by identifying training needs, promoting best practices, and proactively guiding clients through the platform.
- Develop and deliver communication strategies that keep clients informed and engaged around new features, updates, and opportunities.
- Identify upsell and expansion opportunities by analysing client workflows and growth plans, collaborating closely with the Sales team.
- Act as the voice of the customer, gathering product feedback and working with the Product team to influence roadmap decisions.
- Monitor client health metrics, maintain accurate CRM records, and work cross-functionally to mitigate churn risk.
We would love to hear from you if:
- You have 3+ years of experience in a customer success or account management role.
- You're a natural problem-solver with excellent communication skills, able to explain complex concepts clearly to non-technical audiences.
- You take ownership of your work and are motivated by helping customers succeed and grow.
- You're proactive, inquisitive, and customer-obsessed, always looking to strengthen trust and deliver exceptional support.
- You have experience leading operational projects within or for a business.
- A background in hospitality or leisure operations is a bonus.
What do they offer?
- Hybrid setup, 3 days in the London office and 2 days from home.
- Private health insurance.
- 26 days annual leave + bank holidays.
- Weekly team lunches and regular company socials.
Customer Success Manager (Hospitality Tech/ Hybrid) in London employer: TalentCo
Join a dynamic and innovative hospitality tech scale-up in London, where you'll have the unique opportunity to shape the Customer Success function from its inception. With a strong focus on employee growth, a hybrid work model, and a vibrant team culture that includes regular socials and team lunches, this company is dedicated to fostering a supportive environment that empowers you to drive client success and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (Hospitality Tech/ Hybrid) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TalentCo. 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 TalentCo 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 Customer Success Manager (Hospitality Tech/ Hybrid) in London
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 TalentCo:Your cover letter is your chance to shine! Tell us why you want to work at TalentCo 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 TalentCo!
How to prepare for a job interview at TalentCo
✨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.
