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Lead Customer Success Manager

RoomRaccoon
Full-time
On-site
Breda, Noord-Brabant, Netherlands

RoomRaccoon 

RoomRaccoon was founded by Nadja Buckenberger and Tymen Van Dyl in 2017 with a mission to redefine hotel operations through our all-in-one hotel management system.     

 

Our diverse team of 110 professionals, spread across 5 offices worldwide, serves 2000+ clients across Europe, USA and AfricaOur benefits include equity, formal training budget allowance, annual hotel allowance, as well as birthday and Xmas vouchers.     

 

Interested? Keep reading on! 

 

Job title: Lead Customer Success Manager 

Location: Breda, Netherlands 

Language: English 

Work-type: On-site 

 

Your North Star 

As the Lead Customer Success Manager, your mission is to ensure our hotelier clients not only succeed with RoomRaccoon but also thrive. You’ll lead a high-performing team of Customer Success Managers, empowering them to drive adoption, retention, and growth across our global client base. 

This operational leadership role is ideal for someone passionate about delivering exceptional customer experiences and building long-term client relationships. 

 

A Day in the Life of the Lead Customer Success Manager 

Team Leadership & Coaching 

  • Lead, coach, and support a team of Customer Success Managers (CSMs) 
  • Recruit and onboard new team members as we scale 
  • Foster a culture of accountability, empathy, and continuous improvement 
  • Conduct regular performance reviews and goal-setting sessions 

Customer Success Strategy & Execution 

  • Own post-sale client relationships, with a focus on adoption, retention, and expansion 
  • Build scalable processes to monitor customer health, onboarding success, and engagement. 
  • Work cross-functionally with Product, Sales, and Support to drive customer outcomes. 
  • Identify at-risk accounts early and implement proactive retention strategies. 
  • Track key metrics such as churn, Customer Satisfaction (CSat), and Net Revenue Retention (NRR) 

Client Advocacy & Experience 

  • Serve as the voice of the customer internally, advocating for their needs and feedback.
  • Help refine onboarding, training, and support workflows to ensure client success. 
  • Collaborate with marketing to develop customer stories, testimonials, and referrals. 

 

You’ll Be Responsible For 

  • Managing and developing a high-performing CS team 
  • Achieving team KPIs, including customer retention, engagement, and expansion 
  • Reducing churn and increasing product adoption across the client base 
  • Ensuring the success of client onboarding and renewal processes 
  • Acting as the escalation point for critical customer issues 
  • Reporting performance and customer insights to the Head of Customer Success 

 

Key skills: 

  • 3–5+ years in Customer Success, Account Management, or related fast-paced SaaS roles 
  • 1–2+ years of leadership experience preferred 
  • Passion for customer advocacy and proactive problem-solving 
  • Excellent communication and stakeholder management skills 
  • Strong data-driven mindset with the ability to analyse trends and derive insights 
  • Hotel industry experience is essential 

 

How to be successful as the Lead Customer Success Manager 

  • Empathetic Leader – You inspire trust, coach with care, and lead by example 
  • Data-Driven Thinker – You back decisions with insights and measure what matters 
  • Action-Oriented – You move quickly, prioritise well, and follow through 
  • Growth Mindset – You embrace feedback and invest in learning 
  • Strong Communicator – You explain clearly, listen deeply, and connect across cultures 

 

Perks for NL/BE 

  • Equity 
  • Mac environment 
  • Performance bonuses
  • Formal Training budget 
  • Annual Hotel experience 
  • Friday Lunches 

 

RoomRaccoon Values
 

  • Accountability  
  • Beat Yesterday  
  • Clock Speed  
  • Deals a Deal  
  • Empower Another  

 

Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!