Senior Customer Success Manager

Revinate; United Kingdom; Remote; GBP 80,000 - 100,000; Full time

Job description

Company Overview

Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!

Role Overview

As a Senior Customer Success Manager, you will serve as a strategic partner and trusted advisor to Revinate’s most critical accounts. You’ll guide post-sales success, acting as the single point of contact for a portfolio of hospitality customers. Your mission: ensure Revinate customers are not just satisfied but truly delighted. You’ll leverage your expertise in hospitality, customer success, and our platform to drive renewals, increase product adoption, and identify growth opportunities—all while reinforcing our commitment to exceptional customer experience.

What You’ll Do (Responsibilities)

• Own a portfolio of high-value accounts, driving renewals, satisfaction, and long-term customer success.
• Deliver a minimum of two Executive Business Reviews (EBRs) per week for the assigned accounts to review progress, surface new opportunities, and strengthen executive relationships.
• Act as a Revinate product expert, providing strategic coaching and personalized guidance to maximize platform adoption.
• Share guest feedback and hospitality marketing best practices to help customers achieve their goals and demonstrate the value of Revinate.
• Build account plans and execute against them to increase platform engagement and revenue opportunities.
• Develop deep, strategic relationships beyond day-to-day users, including VP and C-level stakeholders across Marketing, Revenue, and Operations teams.
• Collaborate cross-functionally with internal teams (Sales, Product, Support, Services) to ensure seamless project execution and customer satisfaction.
• Drive customer education efforts, ensuring every contact within the organization is empowered to use Revinate effectively.
• Identify upsell opportunities and partner closely with Sales to expand product usage across your customer base.
• Lead renewal strategy and execution for your accounts, in partnership with Sales.
• Collect and deliver customer insights to the Product team to inform future development and innovation.

What You’ll Bring (Qualifications and Competencies)

• 3+ years in Customer Success, Account Management, or related client-facing roles—preferably in SaaS, hospitality, or marketing technology.
• Proven track record of managing a portfolio of strategic accounts, delivering consistent renewal and expansion results.
• Strong understanding of hospitality operations and a passion for guest experience.
• Exceptional communication and relationship-building skills—able to engage with stakeholders at all levels, from end users to executives.
• Experience delivering impactful QBRs/EBRs, building account plans, and navigating complex customer organizations.
• Highly organized with strong project management skills.
• Collaborative mindset and ability to work cross-functionally in a fast-paced, global team environment.
• Self-starter mentality with a bias for action and a passion for solving problems.

Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

Candidates must be located in the city listed in the job application. Thank you!