Who we are Lodgify is not just any startup; we're a fast-growing company leading the vacation rental industry with our innovative software. We raised $30M to do exactly that!
Our platform empowers property owners and managers to efficiently manage and market their rental businesses online. We are an international team of more than 350 people from over 60 different nationalities, founded in the heart of sunny Barcelona.
Role Overview We are looking for an experienced Customer Success Manager to lead and scale our global Customer Support teams at Lodgify. You will manage a team of 100+ agents and team leads across multiple locations, focusing on improving response times, CSAT, and expanding coverage.
In this role, you'll be the voice of the customer, driving key performance metrics and collaborating with stakeholders to enhance customer satisfaction. We're seeking someone who is both tech-savvy and results-driven, with strong communication skills and the ability to engage and retain customers.
This role is a 6-month maternity leave cover, with the possibility of extension depending on business needs, and you will report directly to the Head of Customer Success.
How will you make an impact? Lead and manage a global team of 100+ agents and team leads, ensuring excellent customer service, efficient response times, and improved CSAT.Build and maintain strong relationships with customers, acting as their voice within the company and providing insights to improve product development.Develop and optimize customer success processes, implementing tools and strategies to maximize value for our customers and ensure long-term satisfaction.Monitor and analyze customer data to identify trends, reduce churn, and communicate key findings across teams, including Sales, Product, and Marketing.Own and enhance reporting on key performance metrics (KPIs), identifying areas for improvement in staffing, productivity, and workflows.Collaborate with internal teams to ensure customer feedback informs service delivery and strategic decision-making.Proactively identify new business opportunities while sustaining profitability and driving retention through tailored solutions.Implement actions to meet strategic goals and ensure continuous improvement in customer success operations.What makes you a great fit? 2+ years of experience in Customer Success or a similar role, with strong knowledge of customer success processes and best practices.1+ years in SaaS/B2B environments, understanding subscription models, customer lifecycles, and service delivery.Native or near-native English proficiency, with excellent verbal and written communication skills to engage with stakeholders at all levels.Strong analytical and problem-solving skills, able to interpret data and implement strategies to improve customer satisfaction and reduce churn.Proven leadership abilities, with experience managing and motivating teams to achieve performance goals.Experience in process creation and optimization, including documentation and workflow improvements for customer support and success teams.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. We celebrate diversity and are proud to acknowledge a variety of backgrounds, perspectives, and skills in our team; committed to creating a workplace where everyone is heard and feels a sense of belonging.
What's in it for you? The freedom to work from home any day that works for you.Enjoy 25 working days of paid vacation and Jornada Intensiva in August.Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist, and we cover pre-existing conditions too).Save on meals! Enjoy a monthly allowance of 150€ and, in addition, a Flexible Remuneration plan with up to 70€. Plus, enjoy a 50% discount on Ametller's prepared dishes to level up your mealtime!Flexible Remuneration options for your transportation needs.?Elevate your workspace. We provide a home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment.Free Spanish classes.Boost your earning potential with our referral program that offers paid compensation.Fuel your day with a daily office breakfast buffet and join our monthly events like football tournaments, wine tastings, hikes, kayaking, and more!Work in a dynamic environment with offices fully equipped for fun with ping pong, foosball, surrounded by an international team of +60 nationalities.*Benefits offered may differ based on the type of contract that is issued.
So, what are you waiting for? Apply now! All applications and CVs must be submitted in English.
#J-18808-Ljbffr