Customer Success Manager

Join the Revolution in Hospitality Tech

Bookboost is transforming guest engagement for hotel groups with a best in class CRM and data platform built for modern hospitality. We help hotels build meaningful guest relationships through personalized data driven communication before during and after the stay.

As we continue to scale we are looking for a Customer Success Manager to own and elevate the end to end customer journey for a portfolio of hotel this role you will act as a trusted strategic and consultative partner to your customers helping them translate business objectives into effective use of the Bookboost platform while driving adoption measurable value retention and expansion.

You will also play an important role in shaping how Customer Success operates and scales at Bookboost by sharing best practices contributing to internal initiatives and driving continuous improvement across teams.

About the Role

As a Customer Success Manager you will take full ownership of the customer lifecycle from onboarding through long term success and growth. You will work closely with senior stakeholders on the customer side and collaborate cross functional with Sales Support Product and Operations to deliver an exceptional customer experience.

This is a consultative role that goes beyond day to day support or platform enablement. You will partner with customers at a strategic level advising on how to best use Bookboost to achieve their commercial and operational goals.

What You Will Do

Customer lifecycle ownership

• Act as a main point of contact and own the full customer lifecycle for a portfolio of customers with a strong focus on long term success value realisation and growth.

• Work with customers to define clear goals and success criteria ensuring strong product adoption and best practice usage.

Strategic and consultative customer success

• Act as a strategic and consultative partner to customers aligning platform usage with their business objectives.

• Develop and execute Customer Success Plans aligned with customer goals and measurable outcomes.

• Lead regular business reviews tracking adoption value delivered risks and opportunities for growth.

Product adoption and value delivery

• Identify adoption gaps early and proactively design action plans to increase engagement adoption and value.

• Support customers in understanding platform capabilities integrations and data flows in a way that directly supports their strategic goals.

Revenue and growth

• Proactively identify and drive upsell and cross sell opportunities within your customer portfolio.

• Identify risk early and take action to prevent churn through proactive engagement and clear ownership.

Cross functional collaboration and continuous improvement

• Build strong relationships with customers and internal stakeholders across Sales Support Product and Operations

• Represent the voice of the customer internally sharing insights and feedback to influence product and process improvements.

• Contribute to internal Customer Success initiatives and cross functional projects aimed at improving scalability processes and tooling.

• Support complex initiatives such as feature pilots large scale rollouts strategic customer projects and industry events.

• Travel occasionally to customer sites or industry events as needed.

What We Are Looking For

Experience and mindset

• Proven experience in Customer Success Account Management or a similar role within a SaaS environment.

• Strong strategic and consultative mindset with the ability to partner with customers at a business level.

• Comfortable owning complex customer relationships and managing multiple priorities.

• Tech savvy with the ability to understand SaaS platforms integrations and data driven workflows.

• Experience working with customers in DACH markets or in multi language international environments.

• At least 3 to 4 years of relevant working experience.

Skills and strengths

• Strong communication skills with confidence leading meetings business reviews and strategic discussions.

• Commercial mindset with experience driving expansion revenue.

• Strong project management skills and the ability to coordinate effectively across teams.

• Understanding of hospitality technology and hotel operations.

• Strong focus on driving and measuring product adoption.

• Collaborative team player who thrives in a fast paced environment.

Why This Role Matters

In this role you are a trusted partner to your customers. Your work directly impacts customer satisfaction retention and growth while helping hotels realise more value from their technology investments. At the same time you will help shape how Customer Success operates and scales at Bookboost influencing both customer outcomes and internal ways of workin

Bookboost is a Swedish hotel technology scale-up redefining how hotels connect with 2021 we have launched a powerful user-friendly multi-channel CRM platform and and expanded with a Customer Data Platform in 2023. Since then our platform has become a cornerstone for modern hospitality operations.

Operating in 32 countries with 22 million active users and holding a 4.9/5 rating on Hotel Tech Report weve established ourselves as a trusted partner in the hospitality industry. Our goal is not just to keep pace but to set the pace by leading the market in hospitality engagement technology.

Oh and one last thing
If youre reading this thinking I dont tick every single box dont worry. We care more about passion ambition and growth mindset than a perfect resume. If youre excited about this role and ready to make an impact apply anyway. Lets reshape hospitality together.