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 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Customer Success Manager - Retention

The objective of the retention team is to reduce churn by retaining customers that have indicated they wish to cancel. The team is activated when a customer initiated drop case is created. The team then has 30 days to work with the customer to retain them. The team coordinates across functions to resolve customer issues, uses optimisation to resell the value of SiteMinder offerings and may upsell additional products. The CS Retention team is the only team in the business that can re-contract customers post initial sale by offering goodwill credits or discounts.

The team is KPI’d on save rate and total customers retained. The team is also the subject matter experts of drivers of churn and retention in their region. We regularly run incentive programs that give the team access to bonuses up to 10% of their salary for exceptional performance

What you'll do...

• Provide ongoing coaching, training, and performance management to develop team members’ skills and career growth.

• Manage case allocation and pipeline and ensure delivery of SLAs across the team. Be flexible to pick up cases yourself if required. 

• Coach the team to meet performance metrics and goals while constantly monitoring quality and coaching the team for continuous improvement.

• Collect and analyse case management insights from the frontline team to share with Management.

What you have...

• Must have deep coaching and development experience particularly working with retention, loyalty or sales teams.

• Experience and comfort driving team pipeline to hit KPIs

• Strategic leadership beyond just team management - experience analysing a problem and delivering initiatives to mitigate that problem

Our Perks & Benefits…

- Equity packages for you to share in SiteMinder's growth and successes  

- Hybrid working model in a prime location in Barcelona

- Investment in your personal growth with a structured and foreseeable career pathway

- Private health insurance

- Cloudworks co-working community - events, discounts, breakfasts…

- Discount for your Urban Sports Club subscription

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering days off every year

- Fun quarterly social and team events

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

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.