Technical Customer Success Manager for Enterprise

This is a remote position.

Profitroom- Empowering hotels directly

We are looking for a Technical Customer Success Manager based remotely ideally in South Africa, UK or the EU, to support our expanding enterprise client portfolio across the UK, and Europe. This is a client-facing role that combines your hospitality background and technical acumen to provide proactive support, strategic consultation, and project execution that enables our partners to achieve and exceed their commercial goals using Profitroom’s technology.

Daily activities:

• Act as the primary technical contact for enterprise clients, fostering strong relationships focused on system performance and strategic adoption. Help clients integrate the Profitroom system into their daily operations.
  
• Provide post-onboarding support by training client teams on Profitroom systems, tools, and updates to ensure seamless daily operations and long-term success.
  
• Handle ad-hoc technical queries, development requests, and manage major technical projects (e.g., Loyalty, Corporate Connect, integrations). Act as the liaison between clients and Product Managers, communicating feedback and development needs.
  
• Lead product implementations and upgrades, coordinate complex integrations, and ensure the successful integration of upsells post-onboarding.
  
• Manage support tickets, assist with technical setups, resolve escalations, and keep clients updated on system performance, product changes, and open queries.
  
• Provide clients with insights following new product releases and maintain awareness of updates to keep them informed and engaged.
  
• Support the Enterprise Customer Success Team with product and system queries, sharing technical knowledge and ensuring alignment on client goals and deliverables.
  
• Lead monthly client calls to provide updates on open support tickets, project timelines, and planned training/implementation sessions. Conduct ad-hoc meetings for specific technical queries or project updates.
  
• Offer tailored technical consultation, ensuring clients’ technical needs are met and providing ongoing support for smooth operations.
  

Requirements

• Proven experience in a technical, client-facing role within the hospitality technology industry — such as a Technical Account Manager, Group Revenue Manager, Hotel Systems Manager, or Revenue Manager of a large, complex single hotel with multiple facilities and market segments.
  
• Hands-on experience with hotel tech stacks: PMS, Channel Managers, Booking Engines, integrations, and CRM platforms.
  
• Experience in e-commerce solutions and hotel revenue management is a significant plus.
  
• Skilled in scoping, managing, and delivering technical projects across hotel portfolios.
  
• Excellent problem-solving, critical thinking, and the ability to translate technical complexity into client-friendly solutions.
  
• Strong data analysis skills, with the ability to spot trends and adapt strategies accordingly.
  
• Consultative mindset with experience driving change within client organizations.
  
• Excellent verbal and written communication skills, engaging stakeholders at all levels, including C-suite.
  
• Proficient with CRM platforms (e.g., Salesforce, HubSpot, Zoho) and comfortable navigating new software.
  
• Flexible to travel, holds a driver’s license, 
  
• Fluent in English (additional languages a plus).
  

Benefits

• Enjoy Work-Life Balance: Embrace a fully remote and flexible work environment.
  
• Explore the World: Avail annual 'Work with Us, Travel with Us' vouchers.
  
• Grow Your Skills: Access a dedicated team development fund.
  
• Stay Healthy: Benefit from co-financed life and medical insurance, access sports facilities and receive professional mental health support whenever needed.
  
• Employment based on a B2B contract.
  
• Take Time Off: Get 24 days off break with a B2B contract.
  
• Share hospitality: Take  2 extra days off (annually) for CSR activities.
  
• Join Celebrations: Participate in company retreats, events, and wedding & baby packs, benefit from our employee referral program.
  
• Transparent Culture: Experience a flat hierarchy and open communication channels for transparency.
  
  
  

Recruitment process:

• Intro call with the Recruiter (up to 45 minutes).
  
• Role and Team fit interview with Hiring Manager (up to 60 minutes).
  
• Home Assignment .
  
• Meeting with Hiring Manager and CCO for Enterprise Sales (up to 45 minutes).
  

About us:

Profitroom is a global hospitality software technology company which originated from Poznan, Poland (and that’s where our HQ is) in 2008 and keeps on growing ever since - spans across 5 continents, with over 3500 customers constantly improving their revenue streams thanks to our products.

We deliver leading SaaS technology and marketing services to give hoteliers the tools to increase revenue performance, bookings and efficiency, and provide their consumers the best services and experiences.