Head of Global Enterprise Customer Success

Responsibilities

• Own customer outcomes across major enterprise accounts, including deployments and product adoption
• Build trusted relationships with senior stakeholders in major hotel brands
• Serve as executive sponsor for key customers, managing relationships and driving partnership success
• Lead and develop a high-performing team of customer success and implementation managers
• Partner with sales to ensure smooth transitions from sales to implementation
• Create strategic account plans aligning customer goals with product roadmaps
• Collaborate cross-functionally to improve customer experience and advocate for customer needs
• Define and monitor key metrics for customer satisfaction and success
• Stay updated on hospitality technology trends and best practices

Qualifications

• 10+ years of experience in Customer Success, Strategic Account Management, or related roles in B2B SaaS
• 5+ years of leadership experience managing customer-focused teams
• Experience as the executive relationship owner for Fortune 500 clients
• Proven ability to build relationships with C-suite executives
• Successful track record in leading complex multi-product software deployments
• Proficient in driving improvements in customer adoption and retention metrics
• Strong communication and stakeholder management skills
• Analytical mindset with experience using customer data for strategic decision-making
• Fluent in English and French; German and Spanish are a plus

Benefits

• Monthly 'the company Days' for team recharge
• Self Improvement Club with budget for personal goal achievement
• Funding for professional development conversations
• Travel reimbursement for visiting offices in New York, San Francisco, or Dallas
• Personal travel reimbursement for stays with partner hotels