Senior Customer Success Manager (Hospitality)

TL;DR

Senior Customer Success Manager (Hospitality): Managing the post-sales lifecycle for strategic EMEA accounts to drive adoption, retention, and renewal with an accent on revenue management and executive-level advisory. Focus on designing tailored product adoption strategies, conducting strategic business reviews, and leveraging AI-assisted analytics to maximize client ROI.

Location: Remote; must be based in France, Germany, Spain, or the United Kingdom

Company

hirify.global is a leading hospitality revenue management platform providing a Revenue & Profit Operating System for hotels, resorts, and casinos.

What you will do

• Own the end-to-end post-sales customer lifecycle, including onboarding, adoption, retention, and renewal for strategic EMEA accounts.
• Act as a senior consultant on client revenue strategies, aligning platform capabilities with complex, multi-stakeholder business needs.
• Lead strategic business reviews and advanced product training sessions using AI-assisted tools to deliver documented ROI.
• Use AI-assisted analytics to audit customer usage and market performance data to proactively identify churn risks and growth opportunities.
• Collaborate with Product, Sales, and Support teams to advocate for customer needs and influence the product roadmap.
• Mentor junior CSMs on revenue management principles and AI-assisted CS tooling.

Requirements

• Hospitality background, with strong preference for revenue management experience.
• Proven track record in a senior customer-facing role such as Customer Success, Account Management, or Consulting.
• Business-fluent English and French (both are hard requirements).
• Proficiency with Salesforce, Tableau, and AI-assisted tools for analysis and reporting.
• Ability to manage enterprise accounts and executive-level stakeholders with confidence.
• SaaS experience (minimum 2 years considered if combined with strong hospitality expertise).

Nice to have

• Deep fluency in hotel KPIs (RevPAR, ADR, RGI, ARI, MPI) and total profitability frameworks (GOP, GOPPAR).
• Knowledge of EMEA hospitality market dynamics across key regions.
• Experience with Gainsight, Salesforce Einstein, or Gong.
• Additional European language skills beyond English and French.

Culture & Benefits

• Domain-centric environment where your hospitality expertise is the core of the role.
• AI-driven workflow that automates administration, shifting the focus to high-value human relationship management.
• Collaborative and high-performing EMEA Customer Success team.
• Significant commercial ownership with independent authority over customer strategy and on-site visits.
• Clear, measurable success metrics based on retention and NRR.