Customer Success Manager
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Job Description
Customer Success Manager owning adoption, retention, and value realization for Thynk.Cloud’s hospitality SaaS customers. Managing account health, feedback, training, and renewal readiness across European accounts.
Responsibilities:
- Own and drive the post-implementation customer lifecycle from adoption through renewal readiness
- Manage customer relationships and outcomes, including customer satisfaction, retention, and value realization
- Act as the primary customer owner for adoption and outcomes across IT, marketing, sales, and operations user teams
- Proactively manage a portfolio of accounts to drive adoption, identify risks, prevent churn, and avoid surprise escalations
- Define and execute account success plans for priority customers
- Run structured engagement cadences, including regular check-ins and annual business review preparation
- Monitor adoption signals, support trends, and customer sentiment
- Maintain accurate customer records in Salesforce and Thynk Drive
- Own customer NPS execution, monitor results, and lead follow-up actions
- Organize customer training sessions, webinars, targeted communications, community initiatives, events, and roundtables
- Maintain the Red Account program and coordinate internal resolution with Product, Professional Services, and Support
- Feed renewal risk, adoption health, and value narratives into Account Management's renewal plan
- Establish feedback loops with Product, Professional Services, and Support
- Improve customer-facing processes, tooling, and playbooks
- Identify expansion opportunities and route them to Account Management
- Support renewal and expansion conversations with customer context, stakeholder mapping, and usage evidence without leading commercial discussions
- Collaborate with Account Management, Professional Services, Product, Support, Sales, and SalesOps
Requirements:
- 3+ years working in a hotel/venue, e.g. as an Event Manager, Operations Manager, or in Sales & Events
- First-hand knowledge of how commercial and event teams work day to day
- Strong stakeholder management, from end users to senior decision-makers
- Experience driving change or adoption of new tools or processes with a team
- Structured, organised way of working, with clear follow-through
- Professional fluency in English plus German, French, or Spanish
- Experience in Customer Success, Account Management, or a SaaS company (bonus)
- Experience managing a portfolio of B2B accounts (bonus)
- Familiarity with Salesforce or other CRM platforms (bonus)
- Experience in a scale-up or a newly built CS function (bonus)
- Exposure to customer health scoring or CS tools such as Gainsight or ChurnZero (bonus)
- A third European language (bonus)
Benefits:
- Best IT equipment of your choice (Apple or Windows)
- Fully remote work
- Monthly team meetings
- Yearly events gathering the team
- Work-life balance
- Consideration of requests to achieve fulfillment at work
- International, collaborative, remote-first environment
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