Head of Customer Success

You will lead our team responsible for customer happiness and retention. Your team helps our existing customers leverage the full power of RoomRaccoon by driving better adoption of our product and upselling our extensive range of upgrades.

Your team will spend their days showcasing RoomRaccoon to our existing hoteliers through the proactive delivery of Quarterly Success Plan reviews. Our Customer Success team will build meaningful relationships with our customers. We will show our customers how to get the very best of RoomRaccoon to level up their hotel operations saving them time costs and generating more revenue.

Tasks

• Global ownership of our customer base. This means responsibility for customer happiness retention adoption and expansion Annual Recurring Revenue targets
• Collaborating with our Head of Implementations to ensure new customers are successfully onboarded
• Driving the growth of our native payment platform RaccoonPay amongst our existing customer base ensuring we maximise available payment volume share.
• Ensuring all of our Customers receive a Quarterly Success Plan Review each and every quarter.
• Actively reviewing interactions between your team and our customers to ensure best experience for our customers
• Owning and improving our Quarterly Success Plan process.
• Managing and mentoring the Customer Success team including carrying out Quarterly Performance Appraisals.
• Collaborate with Team Marketing with regards to customer communication in a bid to maximise product understanding and upsell opportunities.

Requirements

Our perfect fit has/is

• Language requirements:

• English proficiency

• Any additional European languages will be advantageous

• Experience:

• 5 years sales experience (SaaS / hospitality advantageous )

• Experience managing a sales/customer success team in a business generating more than 10 million Annual Recurring Revenue

• Skills/Attributes:

• Strategic & Sales driven

• Organised

• Efficient

• Results Orientated

• Proactive

• Big Picture Thinker

• Clear Communicator

Benefits

• Loyalty Programme (Equity)

• Role Specific:

• Commission OTE for sales related roles

• Department incentive bonuses

• Training & Development:

• Formal training

• Annual hotel experience

• Employee Referral Campaign

• Friday Drinks & Lunches for inhouse Raccoons

• Quarterly Office Massages

• Birthday Lunch

This is what you tell people at parties:

I am working at an international superfastgrowing tech company and we are revolutionising hoteliers around the globe. RoomRaccoon is awarded the worlds best Hotel Management System for 2 years in a row and empowers hoteliers to run their property way more effectively. Our growing team of 110 heads is working from at least 4 around the world!

Its an exciting time to join RoomRaccoon. Through innovation we have been able to enter many different markets and grow our international team of professionals who are dedicated to helping RoomRaccoon with its mission of becoming the worlds number one hotel management system. Tijmen van Dijl (CEO & CoFounder)