Customer Success Manager

We are Smartness, and we support small and medium-sized accommodation providers with solutions to help them fight back against the huge hotel chains. We started in 2020 by providing these companies with a dynamic pricing solution which increase revenue by on average 30%. Last year, we were named one of Italy’s top start-ups, and are the fastest growing B2B SaaS company in the accommodation space in both revenue and number of clients. Today we are working with over 4000 companies in over 20 countries, and steadily growing. Yet, this is only the start of our journey. Beyond Smartpricing, we've launched a suite of products over the past few years that is growing by more than 10% month-over-month. Our goal is to become one of the leading global players in our industry.As a Customer Success Manager at Smartness, you will be the driving force behind customer satisfaction and business growth. Your primary focus will be ensuring full adoption of our platform while maximizing revenue through targeted upselling and cross-selling activities. Your main responsibilities will include: Revenue Growth: Identify and propose upselling opportunities, promoting premium features and additional services that deliver value to customers. Develop effective cross-selling strategies by recommending complementary products and services tailored to customer needs, expanding account value while analyzing customer behavior and preferences to offer personalized solutions that maximize their return on investment. Customer Support: Provide timely and professional responses to customer tickets, chats, and calls, ensuring accurate information and efficient issue escalation Customer Relations and Revenue Enhancement: Foster strong customer relationships to ensure satisfaction and retention, while driving revenue growth through effective upselling and cross-selling Proactive Outreach: Engage with customers through adoption calls and interviews to understand their needs and highlight our platform's benefits. Implement strategies to enhance customer engagement and platform adoption, aligning with business objectives. Host webinars, create customer success content, and gather feedback for continuous product improvements Performance Metrics: Track key performance indicators (KPIs) like NPS, CSAT scores, and retention rates, while analyzing customer behavior data to enhance service quality and satisfaction 2-3 years of experience in a SaaS companywith Account Management, Business Development or Customer Success Management role Technical Knowledge: Familiarity with Property Management Systems (PMS), Online Travel Agencies (OTAs), and Channel Managers Data Analysis: Ability to monitor and analyze key performance indicators (KPIs) like NPS, CSAT scores, and customer retention rates CRM Management: Proficiency in using CRM systems to track customer interactions and manage data Up-Selling:Proven ability to effectively identify and maximize sales opportunities by upselling additional features or premium services that enhance customer satisfaction and increase revenue Cross-Selling:Experienced in cross-selling complementary products and services to meet customer needs, driving increased customer engagement and expanding account value through tailored recommendations Training and Support: Expertise in providing training, resources, and ongoing customer support for platform adoption Content Creation: Skill in developing customer success content, including webinars, documentation, and other resources Analytical Skills: Strong analytical abilities to assess customer behavior and enhance service delivery and satisfaction Full professional proficiency in German C1 level proficiency in English Experience in tourism is a strong plus Work in a small and top-performing team that moves extremely fast where you are extremely important. Work without having to deal with jerks and ego-maniacs. The opportunity to join one of the best travel-tech sales teams in Europe. A place where your talent can blossom. An environment where mistakes are allowed – we make bold choices to achieve ambitious goals, learn from mistakes, and move forward. A place where your voice matters – meetings provide space for new ideas and projects, regardless of your role or seniority. Continuous growth – we challenge the status quo, renewing our sales processes and approaches to meet challenging goals. We have fun while working! We are easygoing people. Work with the best software out there to automate repetitive tasks and let you focus on customers and targets. Remote working with frequent opportunities to meet up. Fun and enriching experiences – unforgettable team-building events that go beyond the usual outings. Competitive salaries and bonuses – as a meritocratic team, we recognize talent and hard work, rewarding them appropriately. If you're reading this, it means you're genuinely interested, and that excites us! Here's what you need to know: We're highly driven and set our goals higher than most, pushing boundaries others may deem impossible. Every day, we step out of our comfort zones, fueling rapid growth and learning, even though it might come with its stress. We hold ourselves and our team to the highest standards of excellence and culture. We hope this sheds light on whether this could be your next adventure. If you believe it is, we warmly invite you to apply. Discover your full potential with us!