.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 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 reviewsImplementation & Connection Support 5-15%Assisting customers with implementation of Rentals United product and services: Some users may not be familiar with technical terminology, and jargon.Giving users detailed account directionsRecording and solving customer problems and queriesUnderstand customer businessEnable connection to the different OTAsProvide advisory on OTAs, services and productsFeatures & Grow 35-40 %Commercial supportUp-selling & Cross-selling of new featuresReading reports and providing simple recommendations in how to improve ROIEngage customer assigned in order to understand their strategy and help them growRelationship management & Retention 35-45%Develop and maintain collaborative relationships with key clientsEngage with possible churning client to understand their reasons and try to maintain the relationshipEstablish and maintain active and constructive relationships with other teams in the organization to achieve better resultsTake feedback from customers and share it with support teamsWork with different CRM systems (Data Studio & Hubspot) and organize the daily records to keep track of the full management cycle.Key Performance Indicators:NPS, Media time intro call vs first booking, Churn divided in MRR Churn and Logo Churn, Rev Retention SuppPortfolio.Required education and experience :Proficiency in English + second language business level (1 of 4 RU main langs)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
