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 and 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.
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.
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