Customer Success Manager

SevenRooms; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

SevenRooms is searching for a Customer Success Manager to ensure the long-term satisfaction and success of its clients. This role involves overseeing customer engagement, providing strategic support, and collaborating across teams to deliver exceptional service. The ideal candidate will have 4+ years in customer success, demonstrating strong communication and analytical skills.

Benefits

Fresh Start Program

Equitable compensation and equity options

Comprehensive benefits package

Monthly stipend via Roomie's Choice program

Financial support for professional development

Qualifications

• 4+ years experience in Customer Success or Account Management.
• Excellent verbal and written communication skills.
• Ability to influence at executive levels.

Responsibilities

• Manage customer accounts, ensuring strong health and retention.
• Analyze data to track key metrics and recommend optimizations.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

Communication

Data Analysis

Customer Relationship Management

Project Management

Job description

The Team & Role

We are looking for a Customer Success Manager to help secure the long-term success of our customers. You will provide support throughout their entire life cycle including deployment, training, and adoption. This role is essential in the success of ensuring that our clients are provided with a world-class experience and opportunities to further develop their business.

The SevenRooms CS Team is the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans. The passion we have for the SevenRooms mission makes it easy to be obsessed with our customers. You will report to our Manager of Customer Success.

What You’ll Do

• Customer Success Management: Manage your book of business ensuring strong customer health, adoption to achieve gross-and-net retention revenue targets, and identify upsell opportunities to pass to our account development teams. Develop success plans to ensure customer objectives are achieved with support from 7R product and service offerings. You’ll build strong, long-lasting relationships and become a trusted advisor with key stakeholders and executive sponsors.
• Data-Focus: Maintain data integrity to track key metrics, specifically ROI. You will then analyze your findings and make recommendations to optimize for maximum revenue.
• Technical Aptitude : Become an expert on the SevenRooms platform providing technical and business solutions; assisting with product adoption and optimization
• Collaboration: Work seamlessly with various teams across SevenRooms to ensure we’re delivering quality and thoughtful products to our clients.

Who You Are

• 4+ years of experience working in a Customer Success or Account Management role
• Excellent verbal and written communications skills
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience building and implementing systems and process for internal communication
• Proven ability to manage multiple projects while paying attention to detail

What We Offer

• A fresh start: SevenRooms offers the unique opportunity for eligible new hires to participate in our Fresh Start Program, where the company provides the option to curate your own meaningful experience, to reset and refresh. Whether you want to prioritize self-care and rest, connect with loved ones, or treat yourself to something new – the choice is up to you and our team is ready to help make that happen.
• Equitable compensation: Our compensation packages are based on competitive external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner and working together to build an outstanding company.
• Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, and income protection.
• Employee programs: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You will also receive unique milestone awards throughout your journey with SevenRooms, including swag, experiences, and trips to celebrate specific years of tenure.
• Learning and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs as part of many reimbursement options available through Roomie’s Choice.

About SevenRooms

SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation.

Founded in 2011 and venture-backed by Amazon, Comcast Ventures and PSG, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: Marriott International, MGM Resorts International, Mandarin Oriental Hotel Group, Wynn Resorts, Jumeirah Group, Hard Rock Hotels & Resorts, Wolfgang Puck, Michael Mina, Bloomin’ Brands, José Andrés Group, Union Square Hospitality Group, Australian Venue Company, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf.

SevenRooms has been recognized as a top employer for its people-first approach by publications including:

• Inc. Best Workplaces (2023, 2022, 2020)
• Inc. 5000 (2024, 2023, 2022)
• Ragan’s Platinum HR Awards Finalist (2022)
• Built in Best Places to Work NYC (2023, 2022, 2021, 2020)
• Built in Best Place to Work NYC - Midsize Companies (2023, 2022)
• VentureFizz Unique PTO (2022)
• Forbes Best Startup Employers (2022)

SevenRooms is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.

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