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Position: Head of Customer Success
Location: [City, Country/Remote]
Type: Full-Time

Job Overview:
Bnberry is a tech company in the hospitality industry, focused on delivering innovative solutions to optimize property management and enhance guest experiences. We are looking for an experienced and results-driven Head of Customer Success to join our growing team. In this role, you will lead both the Onboarding and Account Management teams, ensuring we deliver a personal and customized experience to each of our clients. Your primary goal is to foster strong, lasting relationships with our clients, driving satisfaction and retention across our property portfolio.

You will also play a pivotal role in acting as a bridge between top management and these teams, ensuring that data is communicated effectively so that the board can make informed, strategic decisions based on clear insights. If you're passionate about client success, data-driven performance, and have a knack for collaboration, we want to hear from you!

Key Responsibilities:

• Client Relationship Management: Solidify and grow relationships with existing and new clients, ensuring a personal and customized experience.
• Team Leadership: Oversee the Onboarding and Account Management teams, helping them excel in client engagement and service delivery.
• Satisfaction & Retention: Focus on client satisfaction and retention, making sure all clients are satisfied and engaged with our services.
• Data-Driven Insights: Use data to drive continuous improvement and identify opportunities for clients to maximize their performance.
• Target Setting & KPI Tracking: Set and track clear targets and KPIs to ensure the success of the Customer Success related teams.
• Process Optimization & System Improvement: Focus on improving processes and systems to enhance efficiency and effectiveness.
• Increase Onboarding Speed and Accuracy: Ensure that new hotel partners are onboarded quickly and efficiently, while maintaining a high level of accuracy in all data and content provided during the onboarding process.
• Implement Solutions to Maximize Listing Accuracy: Develop and implement strategies to ensure that all hotel listings are accurate, up-to-date, and optimized for better performance across platforms.
• Optimize for Listing Visibility: Focus on improving the search engine ranking positions (SERPs) of hotel listings to ensure they appear more frequently and prominently on booking platforms, increasing their visibility to potential guests.
• Increase Listing Views: Implement initiatives to maximize the number of page views for each listing, ensuring that potential guests are actively engaging with and exploring the properties listed on various platforms.
• Increase Booking Conversion: Drive efforts to improve the conversion rate from listing views to actual bookings, ensuring that more guests are converting from browsing a property’s page to making a reservation.
• Management Communication: Act as a bridge between top management and teams, ensuring data is clearly communicated for informed decision-making.
• Collaboration: Work closely with cross-functional teams and communicate effectively with hoteliers from diverse backgrounds.

Requirements

Qualifications:

• Proven experience in Customer Success, Account Management, or Client Relations in a leadership role.
• Mandatory experience in the hospitality industry is required.
• Strong communication and interpersonal skills—ability to work with clients from various industries and cultures.
• A data-driven mindset and the ability to translate insights into actionable strategies.
• Proven experience in scaling teams and managing growth efficiently.
• A proven track record of optimizing processes and systems for better performance.
• Experience managing and leading teams to achieve high levels of client satisfaction.
• Problem-solving skills with the ability to identify client needs and provide tailored solutions.

Benefits

Why Join Us?

• Be part of a dynamic team that values client success and exceptional service.
• Play a key role in building lasting client relationships and helping shape the future of our business.
• Competitive salary and benefits package, including PTO, and professional development opportunities.