Senior Customer Success Manager (UK & Ireland)

TL;DR

Senior Customer Success Manager (UK & Ireland): Own a complex portfolio of Mid-Market hotel groups and multi-property chains, acting as a trusted strategic partner at executive level with an accent on retention, expansion, and payments growth. Focus on leading executive-level business reviews, designing multi-property rollouts, building scalable playbooks, and mentoring peers.

Location: UK & Ireland (flexible, hybrid working options)

Company

Hotel Tech unicorn valued at $2.5b, providing industry-leading cloud-based property management solution powering 15,000+ properties across 85 countries.

What you will do

• Own a complex, higher-value Mid-Market portfolio of larger hotel groups and regional clusters across UK & Ireland
• Lead executive-level business reviews, governance discussions, and strategic account planning
• Drive retention, Payments performance, and expansion outcomes end-to-end
• Design and execute multi-property rollouts, adoption programmes, and group-level governance frameworks
• Identify and qualify cross-sell and upsell opportunities (tied to 20% commission)
• Build scalable playbooks, QBR templates, and best-practice artefacts; coach and mentor CSMs

Requirements

• 5+ years in Customer Success, Account Management, or Implementation in B2B SaaS
• Proven experience owning complex Mid-Market or enterprise-adjacent portfolios
• Track record leading strategic initiatives: multi-property rollouts, governance, executive reviews
• Commercial mindset with impact on NRR, expansion, and Payments performance
• Advanced communication skills for C-suite influence and presentation
• Fluent English; experience with AI-powered tools

Nice to have

• Experience with Property Management Systems (PMS) or hospitality technology
• Background in hospitality, travel, or adjacent industry
• Experience in fast-growing, scaling SaaS environment
• Second European language (Dutch, German, Spanish, French, or Italian)

Culture & Benefits

• Company share program, best-in-class parental leave (6 months fully paid for primary caregivers)
• Unlimited paid holiday, Workation policy for working from other countries a few weeks per year
• Relocation options available after 1 year, monthly EDGE time for personal development
• Flexible hybrid working, home office setup budget, working-from-home and healthcare allowances
• Team culture of ownership, trust, learning; no micromanagement; local benefits tailored to location