Head of Customer Success and Implementation

Bnberry; Bilbao; Híbrido; EUR 70.000 - 90.000; Jornada completa

Descripción de la vacante

A leading hospitality technology company in Spain is seeking a Head of Customer Success and Implementation to maximize client satisfaction and accelerate onboarding. The ideal candidate will have 3–5+ years of leadership experience in Customer Success, strong negotiation skills, and a background in SaaS or hospitality. This role offers a competitive benefits package and a dynamic work environment with opportunities for personal growth.

Servicios

Competitive benefits package

Generous vacation time

Remote work flexibility

Professional development programs

Formación

• 3–5+ years of experience in Customer Success or Implementation leadership.
• Experience managing large, fast‑paced account portfolios.
• Strong negotiation and executive communication skills.

Responsabilidades

• Lead and develop a team of Account Managers and Onboarding Specialists.
• Own the full onboarding program to accelerate revenue.
• Oversee client performance outcomes and ensure satisfaction.

Conocimientos

Customer Success leadership

Account Management

Negotiation skills

Analytical thinking

Descripción del empleo

Position: Head of Customer Success and Implementation

Location: [City, Country/Remote]

Type: Full‑Time

Job Overview

Bnberry is a pioneering technology company in the hospitality industry, dedicated to bridging the gap between traditional hotels and short‑term rental platforms through innovative solutions. We are looking for an experienced and strategic Head of Customer Success and Implementation to lead our efforts in maximizing client satisfaction and ensuring the seamless onboarding of our partners.

The primary mission of this role is to drive revenue and bookings by accelerating client onboarding and elevating customer success performance. This leader owns the full customer lifecycle—from rapid, high‑quality implementations to long‑term account growth—and ensures clients adopt our solutions quickly, stay engaged, and scale revenue through expanded usage and renewals.

You will oversee a team of Account Managers and Onboarding Specialists, shaping a customer journey that maximizes activation speed, client value, and sustained revenue growth. You’ll be responsible for onboarding efficiency, customer performance, retention, and upsell outcomes for a fast‑growing portfolio of hotel clients.

Experience in hotel tech or hospitality, along with managing large, fast‑paced account portfolios, is a major plus.

Key Responsibilities

• Leadership & Team Management
  • Lead and develop a combined team of Account Managers and Onboarding Specialists with a focus on driving revenue impact and faster client activation.
  • Provide coaching, mentorship, structured feedback, and performance reviews.
  • Manage capacity planning, account distribution, and resource prioritization across high‑volume portfolios.
  • Foster a culture of ownership, proactive communication, and revenue‑driving execution.
• Client Onboarding & Implementation
  • Own the full onboarding program with the explicit goal of fast, high‑quality go‑lives that accelerate revenue and bookings for both the company and hotel clients.
  • Build and optimize onboarding playbooks, timelines, templates, and communication flows that shorten time‑to‑value.
  • Work cross‑functionally with Product, Engineering, and Operations to remove implementation barriers quickly.
  • Ensure smooth handoff from Sales → Onboarding → Customer Success to protect revenue flow and client activation.
• Customer Success & Performance Management
  • Oversee client performance outcomes, ensuring hotels achieve measurable improvements in bookings, revenue, product adoption, and satisfaction.
  • Build deep, strategic relationships with senior stakeholders across multi‑property hotel groups.
  • Identify at‑risk accounts early and lead the team in executing corrective action plans that protect revenue.
  • Use data‑driven insights to improve performance, usage, and revenue impact across the portfolio.
• Revenue, Renewals & Expansion
  • Own retention, renewal strategy, and multi‑property contract expansions with a focus on increasing recurring revenue and maximizing lifetime value.
  • Negotiate rates, extensions, and upsell/cross‑sell opportunities tied to performance growth.
  • Monitor account health to uncover revenue signals and expansion triggers.
  • Forecast renewal and upsell revenue, providing accurate insights to the Board.
• Client Engagement & Communication
  • Develop and execute customer engagement campaigns that drive higher adoption, increased bookings, and greater long‑term stickiness.
  • Oversee strategic, data‑driven QBRs that highlight revenue impact, performance trends, and new growth opportunities.
  • Build communication frameworks, newsletters, update cycles, and proactive outreach that keep clients informed and engaged.
• Operational Excellence
  • Design and refine scalable processes for onboarding and customer success that accelerate revenue realization.
  • Develop dashboards, reporting, and KPIs that tie directly to revenue, bookings, onboarding speed, and customer growth.
  • Collaborate with Sales, Support, Product, and Marketing to align customer goals with company revenue targets.
  • Lead escalations and crisis management with a focus on stabilizing accounts and protecting revenue continuity.

Qualifications

• 3–5+ years of experience in Customer Success, Account Management, or Implementation leadership.
• Experience managing large, fast‑paced portfolios and leading sizeable account or onboarding teams.
• Background in SaaS, hotel tech, or hospitality platforms (strong plus).
• Proven track record of driving revenue growth, renewals, upsells, and performance improvements.
• Strong negotiation and executive communication skills.
• Operationally minded with experience building scalable CS and onboarding processes.
• Analytical, with the ability to turn data into insights that drive revenue outcomes.
• Comfortable navigating multi‑property hotel groups and complex client organizations.

Benefits

• Enjoy a competitive benefits package with generous vacation time and remote work flexibility. We support your personal growth through various professional development programs.

• Work in a dynamic, fast‑paced global environment where your contributions significantly shape the organization’s future.

• Join a culture of support and innovation that values transparency, collaboration, and open communication, recognizing everyone's ideas and contributions.

• Utilize advanced productivity tools and cutting‑edge reporting systems, guided by automation experts to enhance performance and drive efficiency.