Customer Success Manager : Team Leader

Title: Customer Success Manager: Team LeaderTerms: OnsiteLocation: Considering applications forLisbon, PortugalWho 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?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 upsellingAssist CSM's in creating quarterly success plansReview quarterly success plans to provide feedback to CSM'sKPI's responsible for are:UpsellChurnRequirements?Speaks German, Dutch or Spanish as an additional language a real +3+ years of work experience in a similar role3+ experience in a leadership roleHotel sales or SaaS experience is advantageousPatient and empathetic towards customers, but naturally able to lead a conversation, deal with emotions and not afraid to upsellMotivated working in a high-tech, fast-paced, entrepreneurial environment, requiring strong prioritisation abilities

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