Enterprise Customer Success Manager (Hospitality SaaS)

TL;DR

Enterprise Customer Success Manager (Hospitality SaaS): Drives success of large ARR book of business by working directly with senior customer stakeholders to advise on best practices for hirify.global solutions and ensure satisfaction, growth, and advocacy. Focus on building strategic account plans, tracking customer health, managing renewals and expansions, and fostering long-term advocacy.

Location: Flexible, hybrid working options. Work from anywhere for a few weeks each year via Workation policy. Relocation options available after 1 year.

Company

Hotel tech unicorn valued at $2.5b powering cloud-based property management solutions for global hospitality brands across 85+ countries.

What you will do

• Own customer management with direct responsibility for adoption, expansion, and renewal.
• Build strong relationships with senior customer stakeholders to drive strategic initiatives.
• Ensure mutual value realization through structured planning, success plans, and business reviews.
• Track customer health, satisfaction, and commercial opportunities to mitigate risks and identify growth.
• Manage contracting for renewals and growth opportunities with Sales, Deal Desk, and Revenue Operations.
• Assure success of customer journey via partnerships with cross-functional teams.
• Drive customer advocacy by representing voice of customer internally and securing references.

Requirements

• Proven experience in Customer Success Management for large accounts in SaaS industry.
• In-depth understanding of large business operating structures, workflows, and personas.
• Strong stakeholder management skills up to C-level, with excellent communication, goal setting, and negotiation.
• Proven track record in meeting adoption and revenue generation targets.
• Ability to proactively problem-solve, prioritize, and innovate in a fast-moving scaleup culture.

Nice to have

• Hospitality tech experience, understanding of PMS or other hotel tech solutions.
• Project management experience across complex technology programs and change management.
• Experience with strategic business analysis or value mapping frameworks.
• Ability to lead internal innovation programs at group or regional level.
• Experience optimizing workflows with agentic AI technologies.

Culture & Benefits

• Company share program participation.
• Best-in-class parental leave (6 months fully paid for primary, 2 months for secondary).
• Unlimited paid holiday and monthly EDGE time for personal development.
• One-off home office setup budget, monthly WFH and healthcare allowances.
• Local benefits including regional healthcare, team events, and socials.
• Open communication, fun culture with Slack channels, weekly all-hands, and flexible hybrid options.