Strategic Customer Success Manager

Job Description

REQUIREMENTS

• You have significant experience in Customer Success or Account Management within B2B SaaS, ideally working with enterprise customers
• You have a strong track record of driving retention, expansion, and commercial outcomes (e.g. NRR, upsell, cross-sell)
• You are comfortable operating at a strategic level, building relationships with senior and C-level stakeholders
• You bring strong commercial acumen, with the ability to identify and progress revenue opportunities
• You are highly data-driven, using insights to inform decisions and influence customers
• You have experience working cross-functionally with Sales, Product, and Engineering teams
• You are confident leading executive conversations, QBRs, and strategic planning sessions
• You have a strong understanding of hospitality or operational workflows, or a clear interest in the space
• You are proactive, structured, and comfortable operating in a fast-paced, evolving environment

RESPONSIBILITIES

• Own a portfolio of strategic enterprise accounts, with accountability for retention, expansion, and Net Revenue Retention (NRR)
• Lead account strategy, identifying growth opportunities across product adoption, feature penetration, and commercial expansion
• Act as a trusted advisor to senior stakeholders, aligning platform capabilities to customer business goals and KPIs
• Drive value realisation, using data and insights to demonstrate ROI and influence customer decision-making
• Lead executive-level engagements, including QBRs, on-sites, and strategic reviews
• Identify and progress expansion opportunities, partnering closely with Sales where required
• Monitor account performance, using data to proactively identify risks and opportunities
• Champion the customer internally, ensuring feedback and insights inform product and business decisions
• Collaborate cross-functionally with Sales, Product, and Operations to deliver against customer and business goals
• Contribute to team development, supporting onboarding, mentoring, and evolving best practices

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