Customer Success Manager

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.

About your role...

Join a dynamic and growing company where your leadership will make a real impact. You'll
have the opportunity to build a high-performing team, develop your coaching skills, and contribute to the overall success of our customer base. We offer a competitive compensation
package and a positive work environment that fosters collaboration and innovation.

Are you a passionate leader with a knack for building high-performing teams? Do you
thrive on exceeding customer expectations and driving business growth? If so, then
this Customer Success Manager role at SiteMinder is the perfect opportunity for you!

What you’ll do… 

• Team Leader & Coach: Guide and mentor a team of Customer Success Advisors,
  fostering their professional growth through training, coaching, and performance
  management.

• Retention Strategist: Become an internal Subject Matter Expert (SME) for customer
  retention and churn. Analyze data, identify trends, and develop data-driven strategies
  to minimize churn and maximize customer lifetime value.

• Performance Champion: Ensure that your team consistently achieves or surpasses
  key performance indicators (KPIs) related to customer success.

• Experience Architect: Partner with the Customer Success Advisors to deliver
  exceptional customer experiences that build loyalty and advocacy. Identify areas for
  process improvement and collaborate with the Enablement team to streamline
  customer journeys and optimize advisor efficiency.

• Pipeline Master: Manage the customer success pipeline, ensuring strong delivery to
  forecase

• Optimisation Lead: You develop a deep understanding of how our hotel software is
  best optimised for customer success and you will guide and train a team of customer
  success advisor to assist our customers to optimise their product experience. You
  are a keen negotiator and are able to assist teams to build out skills in contract
  negotiation

What you have…

• Proven leadership experience: few years of experience managing and
  motivating customer-facing teams.

• Customer Success Expertise: A deep understanding of customer success best
  practices, with a proven track record of driving retention and growth.

• Coaching Prowess: The ability to provide constructive feedback, coach for
  development, and celebrate successes.

• Data & Analytics Savvy: Experience in analyzing customer data to identify trends
  and develop data-driven strategies.

• Communication Champion: Excellent communication skills, both written and
  verbal, with the ability to inspire and motivate your team, as well as collaborate
  effectively with cross-functional teams

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey 

- Hybrid working model (in-office & from home)

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved 

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.