Hospitality SaaS Customer Success Partner

HotelRunner; Yunusemre; On-site; TRY 2,724,000 - 4,458,000; Full time

Benefits offered by this job

USD based salary

Private Health Insurance

Monthly food card allowance

Transportation support

ICF Coaching

MacBook and equipment provided

Unlimited coffee, drinks & Free snacks

Birthday day off

Welcome Kit

Job summary

HotelRunner is seeking a Customer Success Specialist to join our Izmir R&D Office and help hotel partners maximize value from our SaaS platform.

You will analyze issues, support configuration and onboarding, understand hotel workflows, and collaborate with Product, Engineering and Sales to ensure smooth adoption and ongoing engagement.

Requirements include engineering-oriented degree, 1–3 years in hospitality tech, strong English, and a proactive, curious, customer-focused mindset.

Qualifications

• A degree in Engineering is a strong plus, preferably in Computer Engineering, Software Engineering, or a related technical field.
• 1–3 years of experience in the hospitality or accommodation industry, preferably in a technology-focused, operational, or customer-facing role.
• Strong technical aptitude, analytical thinking, and problem-solving skills.
• Basic understanding of APIs, integrations, web technologies, and system workflows.
• Familiarity with SQL, databases, or data analysis is a plus.
• Experience with SaaS products, hospitality technology, PMS, channel managers, booking engines, or hotel distribution systems is an advantage.
• Ability to investigate technical issues, interpret information, and communicate solutions clearly to both technical and non-technical audiences.
• Strong verbal and written communication skills in English.
• Customer-oriented mindset with the ability to understand business needs and translate them into practical solutions.
• Curious, proactive, adaptable, and eager to learn new technologies and products.
• Strong communication and collaboration skills.
• Living in Izmir.

Responsibilities

• Analyze and troubleshoot product-related issues, identify root causes, and provide effective solutions to hotel partners.
• Support product configuration, implementation, deployment, and onboarding processes.
• Understand hotel operations and business workflows to help partners use HotelRunner’s products effectively.
• Develop a strong understanding of HotelRunner’s products, technical capabilities, integrations, and system workflows.
• Investigate customer issues by analyzing available data, reproducing problems, and collaborating with Product and Engineering teams when needed.
• Support hotel partners with technical integrations and connectivity-related questions.
• Monitor product usage and customer engagement to identify adoption challenges, technical issues, and opportunities for improvement.
• Translate customer needs into clear, actionable insights for internal teams and contribute to continuous product improvement.
• Work closely with Product, Engineering, and Sales teams to ensure a seamless customer journey.
• Identify opportunities to increase product adoption by introducing relevant features, integrations, and solutions based on customer needs.
• Maintain accurate customer records, technical issues, and interactions in the CRM.
• Build strong relationships with hotel partners through effective communication, technical guidance, and a solution-oriented approach.

Skills

English communication

Analytical thinking

Troubleshooting

Customer focus

Curious/adaptable

Collaboration

Problem solving

Technical aptitude

Education

Engineering degree (preferred)

Tools

APIs

SQL

PMS

Booking engines

Job description

HotelRunner is seeking a Customer Success Specialist to join our Izmir R&D Office and help hotel partners maximize value from our SaaS platform.

You will analyze issues, support configuration and onboarding, understand hotel workflows, and collaborate with Product, Engineering and Sales to ensure smooth adoption and ongoing engagement.

Requirements include engineering-oriented degree, 1–3 years in hospitality tech, strong English, and a proactive, curious, customer-focused mindset.