Bright Purple
Customer Success Manager
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Junior Customer Success Manager
Edinburgh/hybrid
£28,000
Hospitality never stands still and neither do the customers you'll be looking after. Our client is the fast-growing force behind the technology powering thousands of hotels, pubs, restaurants and institutions worldwide, and they're building the team that keeps SMB customers thriving long after go-live.
We're recruiting a Customer Success Manager, SMB to own a portfolio of hospitality customers from onboarding through renewal and growth, blending sharp commercial instinct with genuine relationship-building. If you thrive on data-driven insight, love turning product adoption into measurable ROI, and want to help shape a scaled success motion from the ground up, this is your next move.
What you'll be doing
- Owning the post-onboarding journey, renewals and upsell process, and overall account health for a portfolio of SMB customers.
- Building trusted, long-term relationships that drive retention and demonstrate clear ROI.
- Monitoring health and usage data to spot risk early, trigger proactive action, and prevent churn before it happens.
- Delivering scalable programmes, best practices and product updates that maximise adoption and engagement.
- Using automation and digital tools to manage a high-volume portfolio efficiently.
- Partnering with Product, Marketing, Sales and Finance to align success plans with wider commercial strategy.
- Sharing insight and feedback that continuously sharpens the scaled success motion.
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What you'll bring
- Strong relationship-building skills, with the confidence to communicate across multiple accounts and stakeholder levels.
- A track record of managing work efficiently across teams and tools in a fast-paced, ever-changing environment.
- Excellent communication skills, you teach best practice, articulate value and aren't afraid to reframe a problem.
- Confidence in objection handling, negotiation and guiding customers toward impactful decisions.
- An analytical, insight-driven mindset, using data to trigger action and uncover growth opportunities.
- Prior experience in hospitality or working with SMB customers is a strong plus.
- Customer success experience and familiarity with CS platforms and digital engagement tools (e.g. Planhat) is advantageous.
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Bright Purple is proud to be an equal opportunities employer. We partner with clients who share our commitment to diversity and inclusion across the industry.
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