DESCRIPTION
As part of our expansion across Europe, we’re looking for a Customer Success Manager to join our high performing, customer centric teams. If you’re excited by SaaS, innovation, and the opportunity to make real impact in a scaling international environment, this could be your next move.
Key Responsibilities
- Proactive Account Health Monitoring: Conduct regular, structured check-ins via phone and video calls to evaluate software usage patterns, track client satisfaction, and identify early churn indicators.
- Relationship Management & Trust: Build warm, lasting relationships with restaurant owners, general managers, and staff to serve as their trusted point of contact and primary advocate across the product suite.
- Risk Mitigation & Issue Resolution: Rapidly address customer concerns, technical friction points, or changes to stabilize high-risk accounts before churn occurs.
- Continuous Value Delivery: Leverage account data and client feedback to offer tailored advice, feature coaching, and best practices that align with each customers’ unique operational needs.
- Feedback Loop & Collaboration: Gather qualitative client insights and collaborate directly with Support, Product, and Operations teams to continuously elevate the client experience.
- Satisfaction Tracking: Monitor NPS, CSAT, and engagement metrics to design targeted outreach strategies for at-risk accounts.
REQUIREMENTS
- 2–4 years of experience in Customer Success, Account Management, or Client Retention within a SaaS or Tech environment.
- Deep empathy, active listening, and a hospitality-first mindset when managing sensitive or evolving client relationships.
- Proven experience in B2B customer relations, preferably in hospitality, retail, or reservation/payment platforms.
- Strong organizational skills and the ability to proactively manage a portfolio of multi-site or independent accounts.
- Seamless collaborative skills to work effectively alongside Support, Product, and Operations teams.
- Fluency in French & English - you will be working directly with customers in market so fluency is a must. Plus strong English for internal collaboration
OFFER
You’ll thrive here if you:
- Enjoy working with customers and solving real-world problems
- Are confident communicating across cultures and languages
- Like working in a fast-paced, evolving environment
- Take ownership and care about delivering excellent experiences
- Are curious, adaptable, and always looking to improve
Key Benefits:
- 23 Vacation Days + Bank Holidays
- Variable compensation
- Hybrid Working Model
- Discount on Health Insurance
- Salary sacrifice benefits
- Free breakfast (Once a week)
SKILLS
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