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Customer Success Manager

1 month ago

London, UK, United Kingdom Capua Full time

High-growth UK B2B SaaS Scale-Up | Customer Success Manager | London | £40-42K + equity


About the Company:


Our partner is an exciting London-based travel-tech scale-up that provides an innovative platform for the hospitality industry. Its software suite helps hotels modernise their operations through tools designed to enhance guest experiences, streamline workflows, and increase revenue. Features include a unified dashboard for staff, guest-facing super apps, and built-in e-commerce capabilities that allow hotels to offer personalised, self-service experiences to their guests.


About the Role:


We are seeking a skilled and ambitious Customer Success Manager to join our client’s team in London. They would focus on ensuring that clients derive maximum value from the platform. They would guide new clients through onboarding, assisting with platform setup and providing personalised training to ensure clients can use the tools effectively. Acting as the main point of contact for their assigned clients, they would build and maintain strong relationships, addressing any concerns proactively to ensure client satisfaction.


Responsibilities:

● Guiding new hotel partners through the setup and implementation process.

● Conducting tailored training sessions to help hotel teams use the tools effectively.

● Acting as the primary point of contact for assigned accounts, fostering strong relationships with key stakeholders.

● Monitoring account health to proactively address challenges or concerns.

● Analysing client usage data to identify opportunities for improved engagement and revenue growth.

● Recommending features or strategies to enhance client success and guest experiences

● Gathering insights on client needs and challenges to inform product development.

● Collaborating with internal teams (e.g., product, sales, and support) to resolve client issues and implement solutions.

● Identifying opportunities to expand the client’s use of the platform, such as adding new tools or services.


Requirements:

● 1-2 years of experience in a Customer Success role.

● Nice to have: previous experience in a start-up environment.

● Nice to have: experience in B2B SaaS.

● Excellent communication and teamwork abilities in a fast-paced, collaborative environment.


Benefits:

● Competitive salary (£40-42K).

● Equity.

● Flexible hybrid working (2 days per week in central London office).

● Great team and work culture.