Customer Success Manager - EMEA Region

Hi, we’re Actabl.

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.
• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily. 
• Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

Your Role - Come Join Our Team!

In this role you will:

At Actabl, the Customer Success Manager - EMEA Region role plays a pivotal role owning the strategic relationship with customers and overseeing cross-functional initiatives to set customers up for long-term success. The Customer Success Manager serves as the primary point of contact for customers, delivers proactive engagement strategies, collaborates with cross-functional teams, and ensures the ongoing health of customer relationships. They will monitor key metrics, provide strategic guidance, and advocate for the customer within the company.

We are especially interested in candidates with hotel operations experience, as this insight provides valuable context when supporting our hospitality customers.

Typical Functions:

Customer Success & Relationship Management

• Manage a portfolio of Enterprise customers, ensuring strong relationships, ongoing product adoption, and long-term satisfaction.
• Act as the primary point of contact across the customer lifecycle—from onboarding and training through account growth.
• Develop and maintain strategic Account Plans that align with both customer business goals and Actabl’s solutions.
• Deliver regular business reviews to share insights, track progress, and consult on best practices.

Project Management

• Lead and coordinate customer-facing projects, including product feature requests with Product and strategic account growth with Sales.
• Establish project timelines, assign responsibilities, manage risks, and ensure timely delivery in line with customer expectations.
• Maintain detailed project documentation and status updates; facilitate clear communication between internal teams and customers.
• Support change management initiatives to ensure smooth adoption of new features or processes.

Customer Engagement, Retention & Advocacy

• Drive customer engagement with proactive strategies that increase platform usage and deepen product adoption.
• Identify at-risk customers and implement strategic remediation plans to reduce churn.
• Promote customer advocacy through success stories, reference programs, and feedback loops.
• Provide education on product enhancements and industry best practices tailored to the customer’s goals.

Metrics, Reporting & Continuous Improvement

• Monitor customer health scores, usage data, satisfaction metrics, and engagement trends using platforms like ChurnZero and Salesforce.
• Analyze quantitative and qualitative data to generate actionable insights that support customer goals.
• Collaborate with Product, Support, and Onboarding teams to escalate feedback and improve the overall customer experience.
• Contribute to internal initiatives focused on refining customer journeys, onboarding workflows, and service delivery.

Ideal Skills & Experience:

• Bachelor’s degree in Business Administration, Hospitality Management, or a related field.
• At least 3 years of customer-facing experience in Customer Success, Account Management, or a related field, particularly within a global SaaS or enterprise software business.
• Experience leveraging tools and technology to enable proactive customer success (e.g., ChurnZero) and make data-driven recommendations.
• Proven ability to build and sustain customer relationships that drive retention and growth.
• Proven track record of data-driven approach to churn risk mitigation and strong escalation management.
• Preferred background in the hospitality industry, as we seek individuals passionate about supporting the service industry and enhancing customer experiences.

Key Competencies: 

• Customer Relationship Management: Ability to build and maintain strong relationships with customers, ensuring long-term engagement and satisfaction through proactive communication and tailored solutions.
• Project Management: Highly organized with the ability to manage multiple projects and priorities simultaneously.
• Cross-Functional Collaboration: Skilled in working with various departments (Sales, Support, Product) to ensure a cohesive and comprehensive approach to customer success.
• Data-Driven Decision Making: Strong analytical skills to monitor key metrics, such as customer health, platform usage, and sentiment, and translate data into actionable plans that drive customer success outcomes.
• Problem Solving & Risk Mitigation: Ability to identify customer challenges and provide effective, proactive solutions. High level of problem-solving acumen to quickly resolve customer issues and escalate when necessary.
• Communication & Presentation Skills: Proficient in creating and delivering impactful business reviews, presentations, and reports to both internal and external stakeholders. Skilled in articulating business value, data insights, and strategic recommendations.
• Adaptability & Learning Agility: Ability to thrive in a dynamic and evolving technology environment. Willingness to learn new tools, methodologies, and product updates quickly to stay ahead in the customer success space.
• Customer-Oriented Mindset: Acts as the voice of the customer within the company, ensuring customer needs are communicated and that customer feedback is used to improve product offerings and service delivery.

We try to be specific about the experience we believe you’ll need to have in order to be successful in this position, however, we encourage you to apply even if you don’t meet 100% of the outlined bullet points. If you are excited about innovating hospitality through technology and are a top-performing team player with a strong work ethic, we’d love to hear from you!

Work Environment:

This position will be fully remote and based in EMEA. This position may require occasional travel for customer meetings, business events, or other work-related needs. Travel will be international and may involve overnight stays, depending on customer requirements and business needs. 

While our remote based international employees support our hoteliers across the globe, we have an established presence in the United States with office hubs located in Atlanta & Tampa in addition to our new HQ in Denver, Colorado. No matter where you live and work, you’re a valued member of the Actabl team. 

Compensation Package:

Qualified candidates can expect a salary range equivalent to $75,000 - $80,000 depending on experience.

If you’re excited about our mission in empowering hospitality through technology, apply to join the Actabl team today!

Actabl is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic.