Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Own a portfolio of mid-market hotel groups across UK & Ireland, guiding them to maximum value from the property management platform with an accent on adoption, retention, expansion, and payments. Focus on building success plans, running QBRs, qualifying upsell opportunities, and managing account health.

Location: UK & Ireland (flexible hybrid working options)

Company

Hotel tech unicorn valued at $2.5B powering 15,000+ properties in 85 countries with cloud-based hospitality solutions.

What you will do

• Own a mid-market portfolio of ~50 hotel group accounts across UK & Ireland
• Drive post-onboarding adoption, retention, expansion, and payments adoption
• Run regular strategic check-ins and Quarterly Business Reviews with stakeholders
• Build success plans aligned to customer commercial goals and ROI
• Identify and progress cross-sell/upsell opportunities (20% commission)
• Monitor account health, manage risks, and partner cross-functionally

Requirements

• Fluent English; second European language (Dutch, German, Spanish, French, Italian) advantage
• 3–5 years in Customer Success or Account Management in B2B SaaS
• Experience managing mid-market portfolio with retention/growth accountability
• Commercial mindset focused on expansion
• Strong stakeholder management across business/IT audiences
• Comfortable with Salesforce, Gainsight or similar, BI tools

Nice to have

• Experience with Property Management Systems (PMS) or hospitality tech
• Background in hospitality, travel, or adjacent industry
• Experience in fast-growing SaaS environment

Culture & Benefits

• Unlimited paid holiday and best-in-class parental leave
• Workation policy for working from other countries a few weeks per year
• Relocation options after 1 year
• Monthly EDGE time for personal development
• Company share program, home office budget, WFH/healthcare allowances
• Flexible hybrid working, team events, and local benefits