Customer Succes Manager

⚡ Who we are

Lodgify is a fast-growing startup focused on building vacation rental software that enables property owners and managers to independently manage and market their business online. We are an international team of more than 200 people and 50 different nationalities in the heart of Barcelona, and we've been featured twice in Wired's 100 Hottest European startups list.

We are looking for a motivated and experienced Customer Success Manager to join our team!

As a Customer Success Manager, you will be in charge of our Customer Support teams. Your primary goal will be to improve our customer service levels and experience. At Lodgify we believe that the Customer comes first, and we are committed to this value.

You will manage a global team that is expected to grow to 65+ agents and team leads by the end of 2023 across different locations and fully own the teams’ performance. 

Among your core responsibilities, you will have to improve our response time, CSAT, and expanded timezone coverage. We are looking for a technically savvy profile who possesses a strong drive for results. You will be the Voice of customers and ensure you effectively communicate and prioritize the information for all the relevant stakeholders.

Successful candidates must be social and analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively to various levels of stakeholders. The ideal Customer Success Manager should engage with customers, maximize value, and create strategies to retain our customer base. The ideal candidate will truly own all Customer Success KPIs and will report to the Head of Customer Success.

🌟 About the role

You will be responsible for building and maintaining strong relationships with our customers, working hand in hand with our Head of Customer Success, You will be responsible for implementing and optimizing solutions and processes. You will manage team leads and ensure objectives completion. You will provide insights on client-to-business interactions, and improve customer experience through the service delivered by our teams and our self-service tool.  You will be the Voice of customers. 

🧞‍♂️ You’ll make an impact by

Ensuring stellar client experience for existing customers Leading and coordinating all customer processes Optimise  and Implement customer solutions Managing the customer success team. identifying new business opportunities Sustain business growth and profitability by maximizing value. Monitor and Analyze customer data and implement effective communication in the organization Minimize customer churn. Support product development with customers’ insights  Improve Response time and CSAT Own and Improve the reporting. Report on KPI’s and suggest solutions for improvement, such as Staffing/Schedule optimization, productivity improvements, change of workflows, etc. Implement and coordinate actions to reach strategic goals

👩‍🚀 You’ll be successful if you have

Minimum of 2 years of experience as a Customer Success Manager or similar role, able to demonstrate strong knowledge of customer success processes. Minimum 1-year experience with SaaS / B2B Native or near Native level of English. Excellent verbal and written communication skills with various levels of stakeholders Strong analytical skills. Highly organized and able to multitask. Demonstrate leadership and motivational qualities. Experience in document/processes creation.

Benefits

- Work from home flexibility.

- Permanent contract with a competitive salary.

- 25 working days of paid vacation.

- Private health insurance (that includes travel insurance, dental plan, and psychologist)

- Monthly meal stipends of 150€.

- Allowance for your home-office setup.

- Computer and gadgets for your daily work.

- Free Spanish classes.

- Referral program with paid compensation.

- Daily breakfast at the office: Coffee, sandwiches, cookies, fruits and much more!

- Opportunities for growth and development with a training budget.

- Great culture & working environment with an international team of over 40 different nationalities.

- Jornada Intensiva in August.

- Mental well-being.

- Regular team-building events and activities.

- Training and mentorship program.

- Yearly performance reviews.

- Sick leave fully covered.

⭐ Why you’ll love us:

You’ll be part of a growing, dynamic company with a truly international team. At Lodgify, we are full of contagious energy, hard work, and passion for what we do. Lodgify is committed to creating a workplace where everyone is heard and feels a sense of belonging.

We are proud to have an international team that acknowledges a variety of backgrounds, perspectives and skills. At Lodgify, we celebrate diversity and difference, and we are strongly committed to building an inclusive environment for all our employees.

All applications must be submitted in English. Applications in any other language will not be considered.