Senior Customer Success Manager, EMEA

Location: Remote from Spain, the United Kingdom, France, or Germany

Company

hirify.global develops a hospitality revenue and profit management platform for hotels, resorts, and casinos, including AI-assisted tools for revenue analysis, reporting, and customer success.

What you will do

• Own onboarding, product adoption, retention, and renewal for a portfolio of strategic EMEA accounts.
• Advise hotel leadership on revenue strategies and serve as the primary contact for complex, multi-stakeholder clients and escalations.
• Lead strategic business reviews and advanced product training while documenting customer ROI.
• Use AI-assisted analytics to audit usage and market performance, identify churn risks, and drive upsell and cross-sell opportunities.
• Design regional product adoption recommendations and collaborate with Product, Sales, and Support to influence the roadmap.
• Mentor junior Customer Success Managers and maintain accurate account records in Salesforce.

Requirements

• Hospitality experience, preferably in revenue management.
• Senior customer-facing experience in Customer Success, Account Management, or Consulting, including enterprise accounts and executive stakeholders.
• Business-fluent English and French are both required.
• Experience with Salesforce, Tableau or an equivalent analytics tool, and AI-assisted tools for analysis, reporting, and client communication.
• Ability to explain complex topics clearly, manage difficult client conversations, and drive renewal and upsell outcomes.
• SaaS experience; candidates with at least two years of SaaS experience may be considered with strong hospitality and enterprise account experience.

Nice to have

• Knowledge of hotel KPIs including RevPAR, ADR, RGI, ARI, MPI, GOP, GOPPAR, and flow-through analysis.
• Knowledge of EMEA hospitality market dynamics.
• Experience with Gainsight, Salesforce Einstein, or Gong.
• Additional European language skills beyond English and French.

Culture & Benefits

• Remote work within the specified EMEA countries.
• Close-knit, collaborative, and high-performing EMEA Customer Success team.
• AI-assisted tools reduce administrative work and support analysis, reporting, and Salesforce automation.
• Independent authority over customer strategy decisions, on-site visits, and internal escalations.
• Clear retention and net revenue retention metrics for measuring performance.