Customer Success Manager

About the role

RoomRaccoon is looking for a Customer Success Manager to help independent hoteliers extract maximum value from its all‑in‑one SaaS platform. You will act as a trusted advisor, guiding clients through product adoption, strategic consulting, and growth initiatives while ensuring a seamless experience.

Key responsibilities

• Serve as the primary point of contact for a portfolio of hotel clients, overseeing their success throughout the lifecycle.
• Conduct regular business reviews, develop success plans, and identify upsell opportunities based on product usage and client goals.
• Deliver product training, workshops, and strategic consultations to help hoteliers optimise operations with RoomRaccoon.
• Own renewal processes, manage contract extensions, and proactively propose tier upgrades or additional modules such as Payments or RevPlus.
• Monitor customer health metrics, detect churn risks early, and implement retention strategies to maintain high satisfaction.

Required profile

• Fluent in French and either Italian or Spanish (native‑speaker level) with professional English proficiency.
• Minimum 2 + years of experience in Customer Success or Account Management within SaaS or tech‑enabled services.
• Strong communication and interpersonal skills, comfortable engaging stakeholders at all levels.
• Proactive, data‑driven mindset with the ability to identify growth opportunities.
• Team player who can collaborate across Sales, Implementation, Product, and Support.

Required skills