Customer Success Manager

Runnr.ai; Utrecht; Presencial; EUR 55 000 - 75 000; Tempo integral

Resumo da oferta

Runnr.ai, based in Utrecht, is seeking a Customer Success Manager to onboard hotels worldwide and safeguard exceptional early experiences. You’ll work with Sales, Marketing, and Product to shape the customer journey and extract insights for product improvements.

You should bring 2–3 years in SaaS customer success, fluency in English and Dutch, and strong communication and problem-solving skills to thrive in a fast-paced team.

Qualificações

• 2–3 years in customer success or account management in SaaS/tech
• Fluent in English and Dutch
• Strong communication, problem-solving and organizational skills
• Understanding of how large language models work (e.g., ChatGPT)
• Experience with CRM tools (HubSpot)
• Demonstrated adaptability in a fast-paced environment

Responsabilidades

• Own customer health and proactively identify risks; implement recovery actions.
• Build strong relationships to ensure ongoing satisfaction and loyalty.
• Onboard new hotels; communicate with General Managers and front-desk staff.
• Manage hotel inquiries with timely, effective solutions.
• Maintain and support the knowledge base feeding the AI with information.
• Collaborate with Product to relay structured feedback for roadmap improvements.

Conhecimentos

Customer success

Account management

SaaS

Communication

Problem solving

Organizational skills

Dutch language

English language

Ferramentas

HubSpot

Descrição da oferta de emprego

Hours: 40 hours per week, occasionally evening/weekend hours

Level: 2-3 experience

About Us

Do you think it is weird to stand in line at the front desk of a hotel only to ask a simple question? Runnr.ai, based in the heart of Utrecht (just a minute’s walk from the central station), is a hospitality technology AI startup revolutionizing guest communication for hotels. We use the latest in AI technology to provide seamless, automated customer service solutions via WhatsApp and other channels.

Our team is a passionate group of data-driven and hospitality professionals with experience at top tech companies like Booking.com and Catawiki. We’re on an exciting journey, and we want you to join us!

Job Purpose

We’re looking for a Customer Success Manager to help onboard accommodations from all over the world onto our platform. You will be at the forefront of our customer relationships, collecting product feedback and ensuring they have an exceptional experience from day one. You will work closely with our sales, marketing, and product teams, playing a key role in shaping the customer experience.

If you love starting new projects, building things from scratch, and ensuring happy customers, you will fit right in!

Key Responsibilities and Duties

• Owning customer health, proactively identifying risks and executing recovery actions to maintain high renewal rates.
• Building strong, lasting relationships with customers, ensuring their continued satisfaction and loyalty to our product.
• Onboarding of new hotels, ensuring a smooth transition and positive initial experience. You will be talking to General Managers, Frontdesk Employees and everyone in between.
• Efficiently managing hotel inquiries, providing timely and effective solutions.
• Maintaining (and supporting accommodations to maintain) the knowledge base of accommodations that feeds the AI with information.
• Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
• Collaborating closely with the marketing to identify casestudy, testimonial, and reference opportunities.
• Own renewal conversions end-to-end and carry a gross renewal rate target.
• Carry an expansion target - additional properties and product tiers - and grow net revenue retention.

Must haves

• You have prior experience in customer success or account management roles in a SaaS or technology environment (2-3y).
• Fluency in English and Dutch.
• Strong communication, problem-solving, and organizational skills.
• Understanding of how Large Language Models work (for example ChatGPT).
• Experience with CRM tools (we use Hubspot)
• Demonstrated adaptability in a fast-paced work environment.

Nice to haves

• Experience with working in a hotel, hotel tech or a hotel related education is a big bonus.

At Runnr.ai, our core focus is delivering great guest experiences at scalex which leads to high value for hotels. We value teamwork, view failures and successes as shared experiences, and promote equal contributions from every team member. Feedback is vital for continuous growth. Our transparent communication, agility, and ambition drive us to excel.

We are committed to promoting a culture of diversity and inclusion. We enthusiastically encourage individuals from diverse backgrounds who may have reservations about applying, to come forward and submit their applications.

We look forward to the opportunity to get to know each other better!