About the Role

As a Senior Customer Success Manager for the UK & Ireland, you'll own a complex portfolio of Mid-Market hotel groups and multi-property chains, acting as a trusted strategic partner at executive level. You'll set the standard for what great Customer Success looks like at [Employer hidden — sign up to reveal] — building playbooks, mentoring peers, and driving measurable outcomes across retention, expansion, and payments growth.

What You'll Own

• A complex, higher-value Mid-Market portfolio — larger hotel groups, regional clusters, and enterprise-adjacent accounts across UK & Ireland
• Leading executive-level business reviews, governance discussions, and strategic account planning
• Owning retention, Payments performance, and expansion outcomes end-to-end
• Designing and executing multi-property rollouts, adoption programmes, and group-level governance frameworks
• Identifying and qualifying cross-sell and upsell pipeline (tied to 20% commission)
• Building scalable playbooks, QBR templates, and best-practice artefacts that elevate the wider CS team
• Informally coaching and mentoring CSMs on portfolio strategy, stakeholder management, and execution
• Leading or materially contributing to cross-functional pilots and taskforces
• Using AI-powered tools to improve workflows, reporting, and communication — and helping the team adopt them
• Maintaining high standards of CRM and CS data hygiene (Salesforce, Gainsight, Power BI)

What We're Looking For

• 5+ years in Customer Success, Account Management, or Implementation in B2B SaaS
• Proven experience owning a complex, higher-value Mid-Market or enterprise-adjacent portfolio
• Track record of leading strategic customer initiatives: multi-property rollouts, governance programmes, executive business reviews
• Commercial mindset with clear impact on NRR, expansion, and Payments performance
• Advanced communication skills — able to influence and present at C-suite and exec level
• Experience mentoring peers or contributing to team-wide operating standards
• Technical fluency: able to frame integration, data, and workflow challenges conceptually and coordinate resolution
• Comfortable with AI-powered tools and eager to experiment with new ways of working
• Fluent English; a second European language is strongly preferred (Dutch, German, Spanish, French, or Italian)

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 net new role with real scope to shape how Senior CS operates at [Employer hidden — sign up to reveal] across UKI
• $300M in Series D funding and strong IPO momentum — you're joining at the right time

Benefits

Global benefits include company share program, best-in-class parental leave, unlimited paid holiday, work-from-anywhere policy, relocation options after 1 year, monthly EDGE time, flexible hybrid working, home office setup budget, and monthly working-from-home and healthcare allowances. Local benefits tailored per location.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] has been transforming hospitality since 2012. Starting in a single hotel in Prague, now powers thousands of hotels globally. [Employer hidden — sign up to reveal] is a connected hospitality cloud with products across the hotel ecosystem. Recognized as Best PMS, Best Place to Work in Hotel Tech, and more.

Equal Opportunity

Everyone is welcome at [Employer hidden — sign up to reveal]. We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic.