Customer Success Manager

Harri UK; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Equity

Job summary

Harri in London is seeking a Customer Success Manager to own long-term relationships with hospitality customers and ensure they extract real value from Harri.

You will partner with Product, Support, and TAMs to solve problems, navigate difficult conversations with empathy, and help hospitality teams hire, onboard, schedule, and engage their people while keeping trust and satisfaction high.

Qualifications

• Experience in customer success or relationship management within hospitality software.
• Hands-on understanding of restaurant operations.
• Excellent written and verbal communication and presentation skills.
• Ability to navigate difficult conversations with empathy.
• Strong focus on long-term trust and value over quick wins.
• Proven cross-functional collaboration with product, support and technical teams.

Responsibilities

• Own long-term relationships with hospitality customers.
• Ensure customers realise real value from Harri.
• Navigate difficult conversations with confidence and empathy.
• Collaborate with Product, Support and TAMs to solve problems.
• Help hospitality teams hire, onboard, schedule and engage staff.
• Keep customers happy without over-promising.

Skills

Customer success

Hospitality operations

Communication

Empathy

Problem-solving

Cross-functional collaboration

Job description

About Harri

It's a great time to join Harri as we revolutionize the hospitality industry with our cutting-edge technology solutions for workforce management. We're an innovative, high-growth company with a global presence, dedicated to building strong partnerships and delivering measurable value to our customers.

We are excited to recruit for this pivotal Customer Success Manager role to ensure the long-term success, value realization, and satisfaction of our UK hospitality clients. You will serve as a primary client advocate and a trusted partner to hospitality operators, playing a key role in helping hospitality brands win with our software—without working weekends.

This role is for you if:

• You’ve worked as a Restaurant Manager / Assistant Manager.
• You’re the person customers trust when things get messy.
• You’re great at balancing what customers want with what’s realistic.
• You care deeply about outcomes, not just activity.

What You'll Be Doing

As a Customer Success Manager, you will be responsible for owning long-term relationships with hospitality customers and ensuring they get real value from Harri.

Your responsibilities will include:

• Owning long-term relationships with hospitality customers.
• Helping clients get real value from Harri (not “using the tool”).
• Navigating difficult conversations with confidence and empathy.
• Partnering with Product, Support, and TAMs to solve problems properly.
• Keeping customers happy without over-promising.
• Helping hospitality teams hire, onboard, schedule, and engage their people.

More About You: What Can You Bring?

We are looking for an individual who is brilliant with customers and calm under pressure with a proven track record of managing hospitality operations or customer success relationships. You will be passionate about delivering successful outcomes and possess:

• Experience as a Restaurant Manager, Assistant Manager, or in a client-facing Customer Success role within hospitality software.
• An inside-out understanding of restaurant operations.
• The ability to think clearly under pressure and ask smart questions before jumping to solutions.
• Excellent communication (written and verbal) and presentation skills, with the ability to navigate difficult conversations with empathy.
• Strong care for long-term trust over quick wins.
• Strong attention to detail with excellent analytical and problem-solving skills.
• Experience working in a cross‑functional, team-based environment, partnering with Product, Support, and Technical Account Managers.

When and Where You'll Be Doing It

• Work Pattern: Full-time
• Location: London, UK.
• Reporting line: Reports directly to the Head of Customer Success.

What Will You Get in Return?

Creating an environment which enables our people to thrive is crucial for us. Harri offers a comprehensive compensation structure designed to support you throughout your career here. You'll get:

• Competitive salary.
• The opportunity to drive critical projects for a high‑growth, innovative company.
• Experience working in a fast‑paced, global environment.
• A collaborative and supportive team environment.

Equity, Diversity, and Inclusion

We're committed to building diverse talent at Harri and believe our strengths as a team come from having many unique perspectives. We value a healthy, vibrant, and inclusive organization that encourages everyone to be themselves at work. We are committed to valuing diversity and promoting equal opportunities for all and welcome applicants from all communities

We will be reviewing applications on a rolling basis and reserve the right to close applications early.

Compensation: To be discussed