Customer Care Manager jobs in United Kingdom

About Planet: Planet is a global technology company delivering next-generation PMS and payments solutions purpose-built for the hospitality industry.

Planet has evolved into the only full-stack provider offering a fully integrated platform that unifies PMS, payment solutions, and over 1,000 third-party integrations — all from a single provider. Our platform is designed to eliminate operational friction, enhance the guest journey from booking to check-out, and drive revenue growth and loyalty for hoteliers around the world.

We are seeking a seasoned Senior Account Manager to manage and grow relationships with our most strategic hotel customers across the Central and Eastern Europe (CEE) region. This role is integral to our mission of delivering long-term value to our clients in the hospitality sector through our cutting-edge hospitality software solutions.

The ideal candidate will be fluent in English, with a strong understanding of hotel operations and hospitality technology, and bring a customer-first mindset focused on retention, growth, and strategic partnership.

• Strategic Account Management: Own and manage relationships with a portfolio of high-value hotel customers in the CEE region.

• Retention & Value Delivery: Drive customer retention through proactive value delivery, regular business reviews, and identifying new opportunities for improvement.

• Customer Escalations: Act as the primary escalation point for strategic customers; resolve issues swiftly in collaboration with support, product, and engineering teams.

• Account Planning: Develop and maintain long-term account strategies aligned with customer goals and internal business objectives.

• Upsell & Cross-Sell: Identify and execute on upsell and cross-sell opportunities by understanding evolving customer needs and aligning them with product offerings.

• Renewals & Pricing: Lead renewal discussions, contract negotiations, and pricing strategy in collaboration with legal and finance teams.

• Product Education & Advocacy: Educate customers on new features and best practices; act as a trusted advisor on the software’s strategic value.

• Stakeholder Management: Build strong multi-level relationships (operational to executive) within customer organizations.

• Customer Insights: Provide structured feedback to product and marketing teams based on customer insights and competitive intelligence.

• 5+ years’ experience in key account management or customer success roles, ideally within hospitality software or SaaS.

• Proven track record managing large enterprise or strategic hotel accounts across multiple geographies.

• Deep understanding of hotel operations and the hospitality technology landscape.

• Exceptional communication and negotiation skills in English.

• Ability to handle high-pressure customer situations with poise and professionalism.

• Experience with CRM systems (e.g., Salesforce) and account planning tools.

• Willingness to travel across the CEE region as needed (approx. 20–30%).

Preferred Qualifications:

• Prior experience working with or within hotel groups or chains.

• Knowledge of property management systems (PMS), booking engines, revenue management systems (RMS), or similar hospitality tech.

• Familiarity with customer lifecycle management frameworks and SaaS metrics (e.g., NRR, churn, NPS).

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.