Customer Success Manager

Smarthotel; Utrecht; Hybrid; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Hybrid working model

Regular team outings

Supportive team environment

Job summary

Smarthotel in Utrecht is seeking a Customer Success Manager to enhance hotel partnerships across the Netherlands. In this role, you will proactively support hotels in maximizing the use of our technology, ensuring they achieve their business goals.

The ideal candidate will possess strong relationship-building skills, a background in hospitality technology, and a proactive mindset to identify customer needs. Smarthotel offers a hybrid work environment and opportunities for growth within the company.

Qualifications

• At least 3 years of experience in Hospitality Technology, Hotel Operations, or as a Customer Success Manager.
• Good understanding of hotel operations and the hospitality technology landscape.
• Ability to understand customer needs and translate them into practical advice.

Responsibilities

• Build strong relationships with hotel management and teams.
• Monitor customer health and product usage to identify risks and opportunities.
• Develop tailored success plans based on customer goals.

Skills

Fluent Dutch

Professional English

Hospitality technology expertise

Organizational skills

Relationship-building

Commercial mindset

Job description

As our new Customer Success Manager, you'll help hotels across the Netherlands get the most out of Smarthotel's technology by building strong relationships and providing proactive, expert advice.

• Fluent Dutch is required

About The Role

Customer Success at Smarthotel is about much more than answering questions. We believe in being proactive, building long‑term relationships and helping customers succeed before challenges arise.

You'll work closely with hotels to understand their business, identify opportunities to optimise the way they use our software, and ensure they continue to get value from our solutions.

You'll collaborate with colleagues across Support, Consultancy, Product, Marketing and Account Management, making sure customer feedback reaches the right people and opportunities don't go unnoticed.

You can mainly work remotely, but you'll always be welcome at our Utrecht office whenever you'd like.

What You Will Do

Customer Relationships

• Build strong relationships with hotel management, revenue teams, IT teams and operational staff, becoming a trusted advisor for your customers.
• Monitor customer health, product usage and engagement to proactively identify risks, opportunities and areas where customers can get more value from our solutions.
• Help customers achieve their business goals by ensuring they make the most of Smarthotel's products and services.

Driving Customer Success

• Develop tailored success plans based on a customer's business goals, operational setup and technology landscape.
• Monitor KPIs such as product adoption, customer engagement, retention and overall customer health.
• Work closely with our Consultants and Support team to ensure customers receive the right guidance and timely assistance whenever needed.
• Identify customers at risk and proactively work with internal teams to improve customer satisfaction and long‑term retention.

Hospitality Expertise

• Stay up to date with developments in hospitality, hotel technology and operational trends.
• Use your hospitality expertise to provide practical recommendations that help hotels improve efficiency, increase revenue and enhance the guest experience.
• Represent the voice of the customer by sharing feedback and ideas with our Product and Development teams.

Cross‑functional Collaboration

• Identify opportunities for growth within existing customers and work closely with Account Management to ensure a seamless customer experience.
• Collaborate with Product, Development and other internal teams to communicate customer needs, product feedback and integration challenges.
• Partner with Marketing to showcase customer success stories, contribute to webinars and events, and strengthen customer advocacy.

Who you are

You enjoy building relationships and genuinely like helping customers succeed. You're curious, proactive and enjoy finding solutions before problems can become bigger. You don't wait for work to come to you. You take initiative and like creating structure where others see complexity.

You bring

• At least 3 years of experience in Hospitality Technology, Hotel Operations, or 3 years of experience as a Customer Success Manager.
• A good understanding of hotel operations and the hospitality technology landscape.
• The ability to understand customer needs and translate them into practical advice.
• A proactive mindset and strong organisational skills.
• Excellent communication and relationship‑building skills.
• A commercial mindset—you naturally recognise opportunities while always putting the customer first.

Languages

• Fluent Dutch (required)
• Professional English
• German is a plus

About Smarthotel

Running a hotel is complex. We believe hoteliers deserve technology that makes their lives easier, not more complicated. That's why we develop reliable, well‑integrated software that gives hotels more control over the entire guest journey.

At Smarthotel, we're practical by nature. We don't believe in over‑selling features or making promises we can't keep. Instead, we build solutions that solve real challenges for hoteliers and work closely with our customers to help them get the most out of our technology.

As a growing company, you'll have the opportunity to make a real impact. Together with our sister company, Net Affinity, we offer one of Europe's most complete hospitality technology portfolios, supporting thousands of hotels across Europe every day.

What We Offer

• A full‑time position with plenty of room to grow.
• A salary between €45,000 and €60,000 gross per year, depending on experience.
• Hybrid working, with our office in Utrecht available whenever you want to collaborate with colleagues.
• The opportunity to help shape a brand‑new role.
• A healthy, growing software company with ambitious plans.
• A supportive team that believes in sharing knowledge and helping each other.
• An informal working environment where you can be yourself.
• A good lunch, great coffee and regular team outings.
• The chance to make a real impact on the success of our customers.