TalentCo
Customer Success Manager (Hospitality Tech/ Hybrid)
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Customer Success Manager (Hospitality Tech/ Hybrid)
Customer Success Manager – Hospitality Tech Scale-Up
(Hybrid: 3 days in London, 2 days remote)
About the Role
We’re partnering with a dynamic VC-backed hospitality tech start-up to build its Customer Success function from the ground up. As their very first hire in this role, you’ll not only join a growing team but also shape how customer success fundamentally impacts their platform’s engagement, retention, and growth.
Reporting directly to leadership, you’ll act as a strategic partner to clients—connecting their business objectives with enhanced product adoption, satisfaction, and long-term value.
Perfect for you if you:
- Love working in a fast-paced, high-growth environment.
- Want ownership over a brand-new function with no status quo.
- Are customer-obsessed and thrive on proactive problem-solving.
Responsibilities
As Customer Success Manager, you’ll take a 360-degree approach to driving client success:
- Client Portfolio Ownership
- Build deep relationships: Align products with clients’ business goals, operations, and challenges.
- Act as a partner: Embed yourself in clients’ workflows to understand their pains, priorities, and aspirations.
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Product Adoption & Engagement
- Identify training gaps, design bespoke onboarding pathways, and champion best practices for maximal usage.
- Proactively education clients on new features, updates, and innovative ways to leverage the platform.
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Upsell & Expansion Strategy
- Collaborate with Sales to uncover growth opportunities by analysing client workflows, feedback, and expansion targets.
- Translate client insights into actionable expansion opportunities (revenue, licensing, feature adoption).
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Voice of the Customer
- Collect structured feedback and advocate for clients’ needs with the Product team, influencing future roadmap decisions.
- Reflect client satisfaction trends in health scores and strategic company discussions.
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Retention & Risk Mitigation
- Monitor critical health metrics (NPS, adoption rates, usage patterns) via CRM tracking.
- Anticipate churn risks and propose cross-functional fixes (engineering, marketing, exec updates).
Requirements
We’re looking for a customer-obsessed operator with:
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- 3+ years relevant experience in:
- Customer Success (preferably SaaS/b2b) OR Account Management in tech, enterprise, or hospitality.
- Problem-solving mindset: Skilled at deciphering complex challenges and explaining solutions clearly.
- Proven proactivity: Online your feet to drive client success, diagnostics, and satisfaction.
- Ownership mentality: You see work through until resolution, and thrives in results-based environments. (A background in hospitality or leisure operations as a bonus.)
Must-haves: Clear communication, collaborativeness, and a track record of influencing others’ actions.
Why Join Us?
- £50k–£70k salary (negotiable based on experience).
- Hybrid model: 3 days in the London office, 2 days remote to balance progress and work-life.
- Private health insurance.
- 26 days holiday + bank holidays, flexible.
- Culture: Small, fast-paced, and ambition-driven—weekly team lunches and monthly socials foster deep connections.
Ready to turn your customer career into a meaningful leadership opportunity? Apply now!
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