Our client is an innovative company, established in 2017, focused on transforming hotel operations with an all-in-one hotel management system. Their team of over 110 professionals operates from five global offices, serving more than 2,000 clients across Europe, the USA, and Africa.

Location: Lisbon (Portugal) or Cape Town (South Africa)
Employment Type: Full-time, On-site

Role Overview:

As a Customer Success Manager, you will act as the main point of contact for German-speaking hoteliers, guiding them to maximize their experience and benefits from the platform. You’ll develop an in-depth understanding of the product, identify upsell opportunities, and cultivate strong relationships with clients by addressing their unique needs.

Key Responsibilities:

• To elevate the quality of customer support and ensure seamless team operations by guiding Customer Support Consultants (CSCs) toward excellence. Through fostering product expertise, managing complex escalations, and enriching the knowledge base, the Senior CSC empowers the team to consistently deliver outstanding service.

   

  • Conduct QA for CSC email and phone interactions, scaling by stripe level, and communicate needs for improvement-driven training based on QA findings.  
  • Lead new product release validations.  
  • Address complex customer issues as an escalation point, including enforcing precise bug logging and resolution follow-ups.  
  • Actively contribute to the creation and maintenance of knowledge base articles, guru cards, and canned responses following our measurable framework

Key Skills:

Required:

• Language Proficiency: Fluent in German
• 2+ years of experience in a service-oriented, technical or customer support role as 2IC or in a leadership role 
• Excellent communication skills with patience, empathy, and confidence in upselling
• Comfortable in a fast-paced, high-tech environment with strong prioritization skills
• Self-motivated, able to perform under pressure, and a natural team player
• Organized and detail-oriented

Preferred:

• Background in Hotel or SaaS industries

Perks and Benefits:

• Mac-based work environment
• Incentive-based commission structure
• Formal training budget
• Annual hotel experience
• Equity options
• Birthday and Christmas vouchers

Core Values:

• Accountability
• Beat Yesterday
• Clock Speed
• Deals a Deal
• Empower Another

Ready to join a team that's redefining hotel management? Apply now and become a key contributor in a high-growth, dynamic environment!

 

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