Booking Experts B.V.
Teamlead Customer Success Management
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Head of Customer Success – Team Lead
Are you passionate about helping teams perform at their best? Do you enjoy combining people leadership, process improvement and customer success strategy? If so, we’d love to hear from you.
About Booking Experts
At Booking Experts, we're transforming the way hospitality businesses operate. Our all-in-one software platform helps holiday parks, campsites, hotels and accommodation providers:
- Manage reservations
- Automate processes
- Deliver exceptional guest experiences
We work with hospitality businesses across Europe and continue to grow rapidly. Our mission is simple: to help hospitality entrepreneurs spend less time on administration and more time focusing on their guests. As part of our team, you'll join a fast-growing SaaS company where innovation, ownership and customer success are at the heart of everything we do. You’ll play a key role in shaping the future of our Customer Success organisation as we continue to scale internationally.
About The Role
As Team Lead Customer Success, you'll be responsible for:
- Leading, developing and growing our Customer Success team
- Combining hands-on leadership with strategic thinking
- Ensuring our Customer Success Managers consistently help customers achieve long-term success with Booking Experts
- Working closely with your team to improve customer outcomes, drive retention and build scalable processes that support our growth
- Leveraging customer data, performance metrics and feedback to shape Customer Success strategy
- Making a significant impact on both our customers and our organisation as we continue to expand across Europe
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What You'll Be Doing
- Leading, coaching and developing a team of Customer Success Managers
- Creating a high-performance culture focused on customer outcomes and continuous improvement
- Supporting team members in becoming trusted strategic advisors to their customers
- Monitoring customer health, retention and satisfaction metrics
- Defining, tracking and improving Customer Success KPIs
- Identifying process inefficiencies and implementing scalable improvements
- Developing playbooks, best practices and frameworks for team consistency
- Managing and supporting complex customer escalations when required
- Collaborating with Product, Sales, Marketing and Support teams to improve customer experience
- Translating customer feedback and market insights into actionable recommendations
- Contributing to the long-term strategy and growth of our Customer Success function
Responsibilities
(Note: Some bullet points adopted for added clarity without changing original content)
About You
We’re looking for an experienced leader who enjoys helping both customers and team members succeed.
Key requirements (3+ years preferred): A higher education qualification or equivalent level of thinking and working.
Relevant experience:
- At least 3 years in a leadership role within SaaS, technology or hospitality-related business
- Experience leading customer-facing teams (e.g., Customer Success, Account Management, Support)
- Strong analytical skills for data-driven decision-making
- Experience defining, tracking and improving KPIs
- Proven track record of improving processes and operational excellence
- Exceptional communication and stakeholder management skills
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Ideal candidate mindset:
- Ability to balance strategic thinking with day-to-day execution
- Inspiring leader who develops people while delivering results
What You’ll Bring
- Insiring leadership with teams and commercial awareness
- A customer-first mindset comfortable working cross-departmentally
- Excitement about shaping Future of Customer Success within an international SaaS company
Benefits
- Complitive salary based on experience
- Annual salary reviews
- 10% salary increase after first year
- Hybrid working opportunities
- 25 days of annual leave
- High-impact role in scaling our Customer Success organisation
- Access to:
- Our Learning Management System (LMS)
- Internal training programmes
- Ongoing professional development
Hiring Process
1. Apply: Submit application describing background and interests.
2. Initial Review: Team reviews application (5-working-day response).
3. First Interview: Meet the team, learn about Booking Experts and the role.
4. Second Interview: Discuss leadership experience, Customer Success strategy, and vision for building high-performing teams.
5. Offer: If aligned, continue the partnership by joining Booking Experts!
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