Customer Success

This is a fully remote position, open to applicants in Europe.

📋 Description

• Take ownership and drive the post-implementation customer lifecycle from adoption to renewal readiness.

• Manage customer relationships and outcomes, ensuring satisfaction, retention, and realization of value.

• Serve as the primary customer liaison for adoption and outcomes across various user teams.

• Proactively oversee a portfolio of accounts to enhance adoption, identify risks, prevent churn, and implement success strategies.

• Conduct structured engagement schedules, routine check-ins, and prepare for annual business reviews.

• Track adoption indicators, support trends, and customer sentiment.

• Keep precise customer records in Salesforce and Thynk Drive.

• Manage customer NPS initiatives, including campaigns, result monitoring, and follow-up actions.

• Arrange customer training sessions, webinars, targeted communications, and relevant community initiatives.

• Oversee the Red Account program and coordinate risk resolution with Product, Professional Services, and Support teams.

• Provide insights on renewal risks, adoption health, and value narratives to inform Account Management's renewal strategies.

• Create feedback channels with Product, Professional Services, and Support.

• Enhance customer-facing processes, tools, and playbooks.

• Identify opportunities for expansion and direct them to Account Management.

• Assist in renewal and expansion discussions by providing customer context, stakeholder mapping, and usage evidence without handling commercial negotiations.

⛳️ Requirements

• Over 3 years of experience in a hotel/venue setting, such as an Event Manager, Operations Manager, or in Sales & Events.

• Direct experience with the daily operations of commercial and event teams.

• Strong stakeholder management skills, engaging effectively with both end users and senior decision-makers.

• Proven ability to drive change or facilitate the adoption of new tools or processes within a team.

• A structured and organized approach to work, with a commitment to follow-through.

• Professional fluency in English, along with proficiency in German, French, or Spanish.

• Experience in Customer Success, Account Management, or within a SaaS company is an advantage.

• Familiarity with managing a portfolio of B2B accounts is a plus.

• Knowledge of Salesforce or other CRM platforms is beneficial.

• Experience working in a scale-up environment or a newly established Customer Success function is a plus.

• Exposure to customer health scoring or Customer Success tools like Gainsight or ChurnZero is advantageous.

• Proficiency in a third European language is an asset.

🏝️ Benefits

• Top-tier IT equipment of your choice (Apple or Windows).

• Fully remote, remote-first working environment.

• Monthly team meetings and annual company-wide events.

• Work-life balance and flexibility to promote fulfillment at work.

• An international, globally-focused team environment.

• Opportunities for professional development through product and customer learning initiatives.