Customer Success Manager

We're hiring for a high-growth SaaS company that is reshaping the future of hotel distribution by empowering hoteliers with tools to increase direct bookings, protect margins, and foster guest loyalty. This employer leverages proprietary data, AI-driven marketing, and advanced pricing intelligence to provide a competitive edge in the travel industry. The Role

• Manage a portfolio of approximately 25-35 hotel accounts, acting as their primary advisor to ensure platform success and long-term retention.
• Serve as a strategic partner to hoteliers, guiding them on improving digital guest experiences, boosting direct bookings, and maximizing revenue.
• Utilize platform data to demonstrate client value and identify opportunities for enhanced product utilization.
• Drive account growth and renewals by converting trials, identifying expansion opportunities, and leading negotiation conversations.
• Build strong relationships with hotel marketing managers, GMs, and internal teams (Product, Sales, Engineering) to meet client needs.
• Share best practices, lead training sessions, gather client feedback, and advocate for clients internally to foster customer-led growth. What You'll Need
• 2-3 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within B2B SaaS, with a proven track record of managing customer renewals.
• Native-level proficiency in English and Spanish (written and spoken) is essential for clear commercial and technical communication.
• A strong inclination towards automation and efficiency, with a mindset to build tools and templates to streamline repetitive tasks.
• Comfort with commercial ownership, including managing renewals, identifying risks, and spotting growth opportunities within accounts.
• Data fluency, with the ability to analyze numbers, extract insights, and build actionable recommendations for clients.
• Technical curiosity and comfort with web technologies to understand product integration and effectively communicate with clients and internal technical teams.
• Proficiency with modern CS platforms (e.g., Vitally, Gainsight, HubSpot, Salesforce) and support tools, with a quick ability to learn new software.
• Exceptional written and verbal communication skills, with the ability to lead executive-level calls and present performance clearly.
• A problem-solving mindset with a desire to investigate the root causes of client performance changes.
• Adaptability to a fast-paced environment with shifting priorities and frequent product updates.
• Self-direction and the ability to manage time, portfolio, and priorities effectively within a distributed team. What's On Offer
• Competitive annual salary (details not specified) plus bonus potential.
• Opportunity to work remotely from the UK, Portugal, or Spain.
• A generous benefits package including a health and wellbeing budget, learning budget, and life event leave.
• The chance to work abroad for up to 4 weeks per year within a specified time zone difference. Apply via Haystack today!