Customer Success Manager

Accountabilities

• Own the customer lifecycle following onboarding and implementation, ensuring a smooth transition into ongoing customer success management and preparing accounts for renewal.

• Serve as the primary point of contact for customer adoption and outcomes, building strong relationships with stakeholders across IT, marketing, sales, operations, and senior management.

• Develop and execute customer success plans for priority accounts, helping customers understand the platform's capabilities and maximize its value for their business.

• Manage a portfolio of B2B customers proactively, driving product adoption and usage while identifying engagement opportunities, emerging risks, and potential retention challenges.

• Establish structured customer engagement routines, including regular business reviews, operational check-ins, and stakeholder meetings to monitor progress and strengthen relationships.

• Track customer health indicators, product usage metrics, support trends, and customer sentiment to assess adoption levels and identify opportunities for improvement.

• Own customer Net Promoter Score (c-NPS) activities for assigned accounts, including campaign planning, results monitoring, trend analysis, and follow-up with both promoters and detractors.

• Coordinate customer training sessions, webinars, product communications, and community initiatives to encourage adoption and keep customers informed about product developments.

• Maintain accurate customer records, meeting notes, engagement histories, and account information in Salesforce and internal documentation systems.

• Proactively identify at-risk accounts, maintain the designated account risk management program, and coordinate resolution efforts with Product, Professional Services, and Support teams.

• Communicate customer health, retention risks, adoption progress, and demonstrated value to Account Management to support predictable, well-informed renewal planning.

• Establish structured feedback loops with Product, Professional Services, and Support, sharing customer insights, usability feedback, recurring issues, and lessons learned.

• Identify potential expansion opportunities based on customer needs, maturity, and product adoption, routing them to Account Management for commercial evaluation and execution.

• Collaborate with Account Management on shared account plans, stakeholder mapping, renewal preparation, and expansion discussions, providing customer context and usage evidence without owning pricing, negotiations, or contract closure.

• Contribute to the continuous improvement of customer-facing processes, internal tools, and success playbooks, helping build scalable practices within a growing organization.

• Participate in relevant post-incident and post-project reviews, customer events, and cross-functional initiatives that strengthen customer relationships and long-term retention.

Requirements:

• At least 3 years of experience working in the hospitality or events industry, such as in hotel or venue operations, event management, sales and events, or a related customer-facing role.

• First-hand understanding of how commercial, sales, event, and operational teams work, with the ability to identify their day-to-day challenges and business priorities.

• Strong stakeholder management skills, with the ability to build trusted relationships with end users, operational teams, and senior decision-makers.

• Demonstrated experience supporting change management, introducing new tools or processes, or encouraging teams to adopt new ways of working.

• Excellent organizational and time management skills, with a structured approach to planning, follow-up, documentation, and managing multiple customer relationships simultaneously.

• Professional fluency in English and at least one additional language among German, French, or Spanish.

• Strong communication, listening, and problem-solving skills, combined with a proactive, customer-focused mindset and the ability to manage expectations effectively.

• A collaborative approach and the ability to work independently in a fully remote, international environment while coordinating with multiple internal teams.

• An interest in technology, SaaS products, and helping customers translate software capabilities into measurable business outcomes.

• A willingness to take ownership, build processes, challenge existing practices, and contribute to the development of a growing Customer Success function.

Nice to have:

• Previous experience in Customer Success, Account Management, or within a SaaS business.

• Experience managing a portfolio of B2B customer accounts, with a focus on adoption, engagement, retention, and customer satisfaction.

• Familiarity with Salesforce or other customer relationship management (CRM) platforms.

• Experience working in a scale-up environment or helping establish a new Customer Success function.

• Exposure to customer health scoring, adoption analytics, or Customer Success platforms such as Gainsight or ChurnZero.

• Knowledge of an additional European language.

Benefits:

• Fully remote working environment, with the flexibility to work from anywhere within the eligible European locations.

• Choice of high-quality IT equipment, including Apple or Windows devices.

• Opportunity to join an international team representing diverse nationalities, cultures, and professional backgrounds.

• Monthly team meetings and annual company-wide events designed to strengthen collaboration and connections across the organization.

• A people-first culture that prioritizes employee well-being, work-life balance, transparency, and open communication.

• An entrepreneurial, fast-growing SaaS environment where individual contributions are visible and employees can help shape processes and business practices.

• Opportunities to collaborate with cross-functional teams across Customer Success, Product, Sales, Support, and Professional Services.

• Exposure to AI-driven ways of working and innovative technology within a rapidly evolving software environment.

• The opportunity to influence customer experience, product adoption, retention strategies, and the development of a growing Customer Success function.

• A supportive and collaborative workplace that encourages initiative, professional growth, and continuous learning.