Director of Customer Success Enterprise SaaS Hotel Tech

Director of Customer Success - Enterprise - SaaS Hotel Tech
Показать контакты

Hi there! 👋

My name is Andrea, and I’m the CCO of MeetingPackage.

We are looking for a Director of Customer Success to lead and scale our Enterprise Customer Success area. You will be responsible for ensuring seamless execution of the Enterprise customer journey and delivering an outstanding experience at every stage of onboarding and beyond. To start, you’ll lead a team of four Customer Success Managers and support our Data Team and Customer Support Team, with the opportunity to scale the Enterprise function as we grow. You’ll live our core values daily: Transparency, Ownership, Teamwork, Ambition, and Laughter.

This is a global leadership role based in Europe. Given the scope of the position, we would love to see you occasionally at our HQ in Espoo, Finland, and travel as required to meet our Enterprise customers. 🌍 This is both a strategic, operational leadership and global accounts, where you will build high-impact executive relationships while scaling a high-performing Enterprise CS organization.

Read more about our 2025 recap, explore our customers, and discover the products we build.




IN THIS ROLE, YOU WILL
* Develop and lead the execution of a comprehensive Enterprise Customer Success strategy and execution to drive customer satisfaction, retention, and revenue growth.


* Lead, develop, and mentor a high-performing, highly engaged global Customer Success team.


* Build and maintain strong executive-level relationships with key Enterprise customers, serving as a strategic partner and trusted advisor. Run regular QBRs with Enterprise customers to identify upsell, cross-sell, and expansion opportunities.


* Collaborate internally with Product & Engineering, Sales, Implementations and Marketing teams to ensure seamless implementation, alignment on priorities, and an outstanding Enterprise customer experience.


* Scale Enterprise Customer Success processes, including onboarding, implementation, training, lifecycle management, and ongoing support.


* Act as the voice of the Enterprise customer internally, proactively translating feedback into product insights, feature suggestions, and innovation opportunities.


* Own CS reporting and forecasting for Enterprise accounts, including churn, retention, NRR, and expansion metrics, providing clear visibility and actionable insights to leadership.


* Stay ahead of hotel tech industry trends, proactively identifying growth opportunities within the Enterprise segment.


* Represent MeetingPackage externally at hotel tech events, conferences, and networking opportunities as a thought leader and brand ambassador.


* Live and lead by example through our core values.






YOU’LL FEEL AT HOME IF YOU
* Have strong experience in Customer Success within B2B SaaS and hotel tech, including leadership responsibility and a demonstrated ability to scale Enterprise Customer Success functions in high-growth environments.


* Have built, mentored, and scaled high-performing Customer Success teams in a global, remote-first culture, driving accountability, engagement, and operational excellence.


* Have managed complex, multi-stakeholder Enterprise relationships, partnering closely with Product & Engineering, Sales, and Marketing to ensure alignment and seamless implementations, while building trusted advisor relationships and leading strategic QBRs that drive upsell, cross-sell, and expansion.


* Design and scale Customer Success operations, including onboarding, lifecycle management, training, and long-term value realization frameworks.


* Own reporting and forecasting for Enterprise accounts, translating churn, retention, NRR, and expansion metrics into clear, actionable insights that inform strategic decisions.