Job Title: Customer Success ManagerDepartment: Customer SuccessLocation: BarcelonaType: Full-timeReports to: Team Lead & Head of Customer SuccessAbout Us: Rentals United (https://rentalsunited.Com/) is a hot B2B travel tech company born in 2014. Offices are located in Barcelona and Warsaw, and workmates are spread worldwide. We help our clients - Vacation Rental Owners and Property Managers to distribute their properties onto multiple sales channels in real-time, therefore saving them time and increasing their booking rates and experience! Transparency, Connection, and Opportunity building are the value pillars that represent Rentals United's People and Product!Role Purpose: The Customer Success Manager's main role is to foster strong relationships with clients, ensuring they receive maximum value from our products and services. They work closely with clients to understand their needs, provide tailored solutions, and support them in achieving their business goals. Proactively address issues, offer strategic guidance, and drive client satisfaction and retention through regular check-ins, training, and performance reviews.Responsibilities:Implementation & Connection Support (5-15%): Assisting customers with implementation of Rentals United product and services; giving users detailed account directions; recording and solving customer problems and queries; understanding customer business; enabling connection to the different OTAs; providing advisory on OTAs, services, and products.Features & Growth (35-40%): Commercial support; up-selling & cross-selling of new features; reading reports and providing simple recommendations on how to improve ROI; engaging customers to understand their strategy and help them grow.Relationship Management & Retention (35-45%): Develop and maintain collaborative relationships with key clients; engage with possible churning clients to understand their reasons and try to maintain the relationship; establish and maintain active and constructive relationships with other teams in the organization to achieve better results; take feedback from customers and share it with support teams; work with different CRMsystems (Data Studio & Hubspot) and organize the daily records to keep track of the full management cycle.Key Performance Indicators:NPSMedia time intro call vs first bookingChurn divided in MRR Churn and Logo ChurnRev Retention SuppPortfolioRequired Education and Experience:Proficiency in English + second language business level (1 of 4 RU main languages).Technical background, self-managed person, customer and business-oriented.Good understanding of the current and future business goals.Experienced with CRM systems and being organized with daily records.Previous work with Hubspot is a plus.+2 years knowledge of selling SaaS solutions, doing account/support with B2B/B2C clients and selling e-commerce solutions will always be helpful.#J-18808-Ljbffr
