Customer Success Manager : Team Leader

Title: Customer Success Manager: Team Leader 

Terms: Onsite  

Location: Considering applications for 

• Valencia, Spain,

• Lisbon, Portugal

Who are we? 

RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.  Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and Africa.  

Our benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.   

Interested? Keep reading on!  

Want we need? 

We are seeking a motivated and experienced Customer Success Team Leader to join our vibrant team. In this role, you will lead and inspire a team of Customer Success Managers (CSMs) to ensure our clients achieve maximum value from our platform. You will be responsible for driving customer satisfaction, retention, and growth through proactive engagement and strategic account management. 

What will you be doing?  

  

• Grow your “market zone”

• Establish and maintain strong relationships with key clients, understanding their needs and ensuring they achieve maximum value from our products.

• Monitor customer health metrics and develop strategies to improve customer engagement and retention.

• Collaborate with sales, product, and marketing teams to drive customer success initiatives and ensure a seamless customer journey.

• Develop and implement customer success processes and best practices.

• Conduct regular team meetings and one-on-one sessions to provide feedback and support.

• Handle escalations and ensure timely resolution of customer issues.

• Analyze customer feedback and provide insights to drive product improvements and innovation.

• Conduct performance reviews and career development sessions.

• Provide training to CSM's to ensure they have the skills and knowledge needed to succeed.

• Develop and maintain strong relationships with key customers to ensure high levels of customer satisfaction, retention and upselling

• Assist CSM's in creating quarterly success plans

• Review quarterly success plans to provide feedback to CSM's

KPI’s responsible for are:  

• NRR(Net retention rate)

• Upsell

• Churn

Requirements?  

• Non- negotiable: Language requirement: Fluent English

• Speaks German, Dutch or Spanish as an additional language a real +

• 3+ years of work experience in a similar role

• 3+ experience in a leadership role

• Hotel sales or SaaS experience is advantageous

• Patient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsell

• Motivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities

• Self-motivated & able to deliver under pressure

• Team-player

• Organised and great eye for detail