Customer Success Manager

Smarthotel

15d • Hybrid

About The Position

As our new Customer Success Manager, you'll help hotels across the Netherlands get the most out of Smarthotel's technology by building strong relationships and providing proactive, expert advice. Customer Success at Smarthotel is about much more than answering questions. We believe in being proactive, building long-term relationships and helping customers succeed before challenges arise. You'll work closely with hotels to understand their business, identify opportunities to optimise the way they use our software, and ensure they continue to get value from our solutions. You'll collaborate with colleagues across Support, Consultancy, Product, Marketing and Account Management, making sure customer feedback reaches the right people and opportunities don't go unnoticed. You can mainly work remotely, but you'll always be welcome at our Utrecht office whenever you'd like.

Requirements

• At least 3 years of experience in Hospitality Technology, Hotel Operations, or 3 years of experience as a Customer Success Manager.
• A good understanding of hotel operations and the hospitality technology landscape.
• The ability to understand customer needs and translate them into practical advice.
• A proactive mindset and strong organisational skills.
• Excellent communication and relationship-building skills.
• A commercial mindset—you naturally recognise opportunities while always putting the customer first.
• Fluent Dutch (required)

Nice To Haves

• German is a plus

Responsibilities

• Build strong relationships with hotel management, revenue teams, IT teams and operational staff, becoming a trusted advisor for your customers.
• Monitor customer health, product usage and engagement to proactively identify risks, opportunities and areas where customers can get more value from our solutions.
• Help customers achieve their business goals by ensuring they make the most of Smarthotel's products and services.
• Develop tailored success plans based on a customer's business goals, operational setup and technology landscape.
• Monitor KPIs such as product adoption, customer engagement, retention and overall customer health.
• Work closely with our Consultants and Support team to ensure customers receive the right guidance and timely assistance whenever needed.
• Identify customers at risk and proactively work with internal teams to improve customer satisfaction and long-term retention.
• Stay up to date with developments in hospitality, hotel technology and operational trends.
• Use your hospitality expertise to provide practical recommendations that help hotels improve efficiency, increase revenue and enhance the guest experience.
• Represent the voice of the customer by sharing feedback and ideas with our Product and Development teams.
• Identify opportunities for growth within existing customers and work closely with Account Management to ensure a seamless customer experience.
• Collaborate with Product, Development and other internal teams to communicate customer needs, product feedback and integration challenges.
• Partner with Marketing to showcase customer success stories, contribute to webinars and events, and strengthen customer advocacy.

Benefits

• A full-time position with plenty of room to grow.
• A salary between €45,000 and €60,000 gross per year, depending on experience.
• Hybrid working, with our office in Utrecht available whenever you want to collaborate with colleagues.
• The opportunity to help shape a brand-new role.
• A healthy, growing software company with ambitious plans.
• A supportive team that believes in sharing knowledge and helping each other.
• An informal working environment where you can be yourself.
• A good lunch, great coffee and regular team outings.
• The chance to make a real impact on the success of our customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed