Customer Success Manager

Job description As a Customer Success Manager, you'll be at the heart of our client relationships, ensuring customers are not only satisfied, but truly thriving on our RMS platform. You'll play a vital role in reducing churn, driving product adoption, and identifying opportunities for growth within key enterprise accounts. Your proactive mindset and relationship-first approach will help turn customers into long-term partners and advocates. What you'll be doing Building strong relationships with key accounts, new customers, and at-risk clients to ensure long-term success and satisfaction. Monitoring customer health and engagement toidentifypotential risks and implementing tailored retention strategies. Supporting customers post-onboarding to ensure adoption and valuerealisationduring the first90 days. Managing change-of-ownership processes and coordinating relevant training and enablement. Collaborating across Product, Sales, Marketing, and Support to champion the voice of the customer and drive improvements. Promoting new product features and educational content through webinars, engagement campaigns, and check-ins. Reporting onkey metrics such as churn, retention, and customer health trends. What you'll bring Proven experience in a customer success or account management role, ideally in SaaS or hospitality tech. A customer-first mindset with excellent communication and relationship-building skills. Strong analytical skills with the ability to spot trends and turn insights into action. Comfortable navigating CRM systems (HubSpot preferred) and customer feedback tools like NPS platforms. Experience working cross-functionally with product, marketing, and support teams. A proactive and adaptable approach—you'renot afraid to own the outcome and thrive in a fast-moving environment. Passion for continuous learning and improvement, both for customers and yourself. Why RMS? Growth and Progression You will have the chance to expand your scope, develop new skills, and progress your career as the business scales. Ownership and Autonomy You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes. Work That Matters Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed. Exposure to AI and Modern Ways of Working We actively invest in AI-enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future. Flexible, Hybrid Working We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person. Inclusive and Supportive Culture We are collaborative, down-to-earth, and supportive. Diverse perspectives are welcomed, ideas are encouraged, and people are treated with respect.