About the role

As a Customer Success Manager for the UK & Ireland, you'll own a portfolio of Mid-Market hotel groups and hospitality brands, guiding them to maximum value from the [Employer hidden — sign up to reveal] platform. You'll step into a relationship-driven role where your commercial instincts, strategic thinking, and genuine passion for customer outcomes will directly shape retention, growth, and payments adoption across your book of business.

You'll join a team of four CSMs covering all of UKI, working within a broader EMEA mid-market organisation of ~20 CSMs — at a company that just raised $300M in Series D funding and is powering 15,000+ properties across 85 countries.

What you'll own:

• A Mid-Market portfolio of ~50 hotel group accounts across UK & Ireland
• Driving post-onboarding adoption, retention, and expansion across your book of business
• Running regular strategic check-ins and Quarterly Business Reviews (QBRs) with business and IT stakeholders
• Building success plans aligned to each customer's commercial goals and ROI targets
• Identifying, qualifying, and progressing cross-sell and upsell opportunities (tied to 20% commission)
• Driving Payments adoption as a core performance metric
• Monitoring account health, proactively managing risk, and escalating where needed
• Partnering cross-functionally with Product, Technical Account Managers, and Support to resolve issues and deliver customer outcomes
• Maintaining CRM and CS system hygiene (Salesforce, Gainsight)

What success looks like:

• Consistently hitting or exceeding NRR, Payments adoption, and expansion targets
• Building deep, trusted relationships across your portfolio that translate to renewals and referrals
• Proactively identifying risks before they become churn
• Qualifying and progressing a healthy cross-sell pipeline
• Being seen by customers as a genuine strategic advisor — not just a support contact

What we're looking for

We're looking for experienced SaaS Customer Success or Account Management professionals who thrive in commercial, relationship-driven roles — people who think like owners, not support agents.

• 3–5 years in Customer Success or Account Management in a B2B SaaS environment
• Experience managing a Mid-Market portfolio with accountability for retention and growth
• A genuinely commercial mindset — you think about expanding and growing customers, not just keeping them happy
• Strong stakeholder management skills across business and technical audiences
• Resilience and the ability to navigate complex, multi-stakeholder customer relationships
• Comfortable working across multiple systems (Salesforce, Gainsight or similar, BI tools)
• Self-driven and independent — you don't need hand-holding to prioritise and execute
• Fluent English; a second European language is a strong advantage (Dutch, German, Spanish, French, or Italian)

Bonus: Experience with Property Management Systems (PMS) or hospitality technology; Background in hospitality, travel, or an adjacent industry; Experience in a fast-growing, scaling SaaS environment.

Why join [Employer hidden — sign up to reveal]

• Direct influence on customer outcomes and company revenue — your 20% commission is tied to real growth, not just activity
• A modern platform customers genuinely love: Best PMS of 2025, two years running
• Exposure to strategic, exec-level stakeholders across some of the UK's most exciting hotel groups
• A team culture built on ownership, trust, and learning — no micromanagement
• A clear career path: CSM → Senior CSM → Team Lead or Strategic roles
• $300M in Series D funding and strong IPO momentum — you're joining at the right time

What's in it for you?

Did you know [Employer hidden — sign up to reveal] was named Best PMS of 2025 — for the second year in a row — and twice recognised as a Best Place to Work in Hotel Tech? That success is powered by our incredible people, supported by benefits that help them thrive.

Global benefits

• Participation in our company share program
• Best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary, available within your first year)
• Unlimited paid holiday (yes, really)
• Work from anywhere — enjoy the flexibility to work from other countries for a few weeks each year through our Workation policy
• Relocation options available after 1 year
• Monthly 'EDGE' time — dedicated to Explore, Develop, Grow, and Elevate yourself
• Flexible, hybrid working options
• One-off home office setup budget to make your workspace your own
• Monthly working-from-home and healthcare allowances

Local benefits

We also tailor benefits to each location — from regional healthcare coverage to team events, socials, and other perks that make [Employer hidden — sign up to reveal] life special wherever you are.

Life at [Employer hidden — sign up to reveal]

You'll experience the freedom to be yourself and the ability to watch your ideas come to life. You'll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. We have Slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.

Everyone is welcome at [Employer hidden — sign up to reveal]

We're an equal opportunities employer. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make [Employer hidden — sign up to reveal], so we welcome people of all backgrounds and identities to work with us.