Customer Success Manager – Hospitality SaaS

About the role

We are looking for a Customer Success Manager to join our fast‑growing hospitality technology platform. You will be responsible for driving customer retention, ensuring smooth onboarding, and acting as the trusted point of escalation for our clients.

Key responsibilities

• Develop and execute strategies that increase customer satisfaction and retention.
• Lead onboarding processes and guide clients through product adoption.
• Collaborate with the sales lead to identify cross‑sell and upsell opportunities.
• Serve as the primary escalation contact for client concerns, ensuring timely resolution.

Required profile

• 2‑4 years of experience delivering results in a hospitality SaaS environment.
• Strong customer‑service mindset with a calm, measured approach.
• Accountable, team‑oriented, and hands‑on in managing client relationships.

Required skills

What we offer

• Base salary of circa £50k plus a 10% performance bonus.
• Future equity options and an employee shared‑ownership scheme.
• Hybrid working model based in central London with remote flexibility.
• Opportunity to grow with a scale‑up that is disrupting the hospitality market.