Requirements

• Experience: 2–3 years in Customer Success, Account Management, or a similar client-facing role, ideally within B2B SaaS. You've owned a portfolio and been accountable for whether those customers renewed.
• Language: Native-level proficiency in English and Spanish (written and spoken) is essential. You must be able to communicate commercial and technical nuance clearly, and hold a confident conversation with a hotel's commercial leadership.
• The "Automate Everything" Mindset: You are obsessed with efficiency and hate doing the same manual task twice. You approach work with this logic:
• First time: You solve it and wonder if it will happen again.
• Second time: You build a template or tool to automate the majority of the task.
• Third time: You actively work to automate the process from start to finish so you never have to do it manually again.
• In practice, this means the CSM who builds a reusable reporting template will always beat the one who rebuilds the same deck 30 times a quarter. We give you AI tools and the freedom to use them — we expect you to.
• Commercial Ownership: You're comfortable owning renewal conversations, spotting risk early, and identifying growth opportunities in your accounts. You can talk about numbers — retention, revenue impact, ROI — without flinching.
• Data Fluency: You can get into a spreadsheet or dashboard, find the story in the numbers, and build a recommendation from it. You don't just forward a report to a client; you tell them what it means and what to do next.
• Technical Curiosity: You don't need to code, but you should be comfortable enough with web technologies to understand how our product sits on a hotel's website, what a tag manager does, and when an issue needs Support or Engineering. You're able to hold a credible conversation with a client's web agency rather than deferring every technical question.
• Platform Proficiency: Confident using a modern CS platform (Vitally, Gainsight, HubSpot, Salesforce or similar) and support tooling such as Intercom. More importantly, you pick up new tools quickly and don't need a training course to get started.
• Communication & Executive Presence: Exceptional written and verbal communication. You can lead a call with a GM or commercial director, present performance clearly, and handle pushback without losing the room.
• Problem-Solving Mindset: You enjoy the investigation. When a hotel's performance dips, you want to understand why, not just report that it happened.
• Adaptability: Comfort working in a fast-paced environment where priorities shift and new features ship frequently.
• Self-Direction: You manage your own time, portfolio, and priorities across a distributed team without needing to be chased.

Nice-to-Haves

• Professional proficiency in an additional European language (ex. French)
• Experience in hospitality, travel tech, or a hotel commercial function (revenue management, e-commerce, distribution).

• Familiarity with GA4, Google Tag Manager, or the metasearch and OTA landscape.
• Experience using issue-tracking tools like Linear or JIRA.
• Hands-on experience building with AI tools — automations, custom GPTs or Claude projects, scripts, no-code workflows.

Benefits

Our start-up culture means everybody's contribution matters and is celebrated. We set ourselves ambitious goals and are proud of our ability to deliver those through smart working. Pace. We’re growing. Get on board fast and be part of the journey. Having a real impact on an award-winning and fast-growing company.

• 22 Days holiday
• Working abroad for 4 weeks a year (within a -/+ 3 hours time zone of the UK)
• Ben benefits* (£50 per month health and wellbeing budget) You can use this for gym membership, private healthcare, massages, therapy, cinema etc
• Learning budget - £250 per calendar year *
• Life Event leave (marriage, divorce, moving house, child’s first day at school, ceremony or graduation)
• Make a Difference (volunteering) day

*Subject to passing probation

We do not require external agency support for the recruitment of this role. Thank you.

Originally posted on Himalayas