Customer Success Manager

At Roomstay, we help hotels generate more direct bookings through better technology and a better online booking experience.

We’re growing and looking for a Customer Success Manager to take ownership of our customers from onboarding through to long-term success. You’ll be the person our clients rely on to get up and running, get value from the platform and continue improving over time.

This is a hands-on role with plenty of variety. One day you’ll be helping a new client go live, the next you’ll be reviewing conversion performance with an existing customer or working with our product team on ideas that have come directly from client feedback.

What you’ll be doing

• Manage new customer onboarding from kick-off through to successful go-live.

• Coordinate Roomstay’s integration with clients’ Property Management Systems and other technology.

• Run a structured 90-day post-launch programme to make sure customers get off to a great start.

• Manage and support our onboarding specialist.

• Build long-term relationships with your portfolio of customers.

• Help clients improve website conversion through testing, optimisation and best practice.

• Gather customer feedback and work with our product team to influence future development.

• Keep customers informed about new features and improvements.

• Identify opportunities where additional Roomstay products or services could add value.

About you

You’ll probably come from Customer Success, Account Management or another client-facing SaaS role.

More importantly, you’ll be someone who:

• enjoys building genuine relationships with customers

• takes ownership and follows things through

• communicates clearly and professionally

• is organised and comfortable juggling multiple projects

• likes solving problems rather than escalating them

• is comfortable working with technology and learning new systems quickly.

Experience with hotels, hospitality technology or Property Management Systems would be useful, but it’s not essential.

Bonus points if you’ve also worked with product or development teams

If you’ve managed technical projects, worked with Jira or helped prioritise product improvements, we’d love to hear about it. These aren’t essential requirements, but they’ll certainly be useful as we continue to grow.

Why Roomstay?

We’re still a relatively small team, which means you’ll have real ownership and a genuine opportunity to influence how Customer Success evolves.

You’ll work directly with our leadership team, have a say in how we improve our product, and play an important role in helping our customers get the best possible results.

If you’re looking for a role where you can make a tangible impact, we’d love to hear from you.