Job Description

About the Role:

We're seeking an enthusiastic and customer-focused Customer Success Manager to join our growing team.

This is an exciting opportunity for someone eager to start a career in Customer Success or transition from the hospitality industry into a dynamic tech start up.

In this role, you'll play a vital part in strengthening our customer onboarding and ongoing support processes for the Juno Hospitality Suite.

You'll work closely with our hotel customers, guiding them through their initial journey with our platform, ensuring a positive experience, and helping them realize the full value of our solutions. If you're passionate about helping others, possess excellent communication skills, and are ready to learn and grow, this role is for you.

Key Responsibilities:

Assist Onboarding & Implementation:

Work hand-in-hand with our hotel customers, 934 senior team members and our partners, assisting in guiding them through every step of the Juno Hospitality Suite onboarding process. This includes supporting implementation, configuration assistance, and initial training delivery.

Proactive Communication & Follow-up:

Be a primary point of contact for customer questions during onboarding, providing timely and accurate information. Proactively communicate plans and follow up on tasks and gently remind customers to deliver crucial information to ensure a smooth and efficient onboarding and implementation process.

Collaborative Partnership Coordination:

Collaborate with our internal Sales, Product, and technical teams, as well as external partners, to ensure a seamless hand-off from Sales to Customer Success and a cohesive experience throughout onboarding.

Drive Adoption & Learning:

Help customers adopt and utilize the Juno Hospitality Suite features. You'll assist in developing and delivering training materials and best practice guides, contributing to their quick understanding and value realization.

Customer Support & Advocacy:

Support customers with basic inquiries and help troubleshoot initial challenges. Gather customer feedback and communicate insights internally to help improve our product and processes.

Ensure Exceptional Experience:

Contribute to identifying and addressing potential roadblocks during onboarding, implementation and usage of the Juno Hospitality Suite, ensuring a positive and seamless customer experience from day one.

Qualifications:

Eagerness to Learn strong desire to learn about hospitality technology and the intricacies of Customer Success in a SaaS environment. We are just at the beginning of our journey. Our product offerings will evolve and expand. We need team members with a growth mindset - willing to learn and grow with the business.

Strong Communication:

A genuine passion for helping customers succeed. Excellent verbal and written communication skills are essential.

Hospitality Background (highly valued!):

This role is ideal for individuals looking to make a career change from the hospitality industry. Direct experience in hotel operations, particularly Front Office, is a significant advantage. Understanding daily hotel challenges and guest services will be invaluable. Proficiency with Hotel Property Management Systems (PMS), especially Oracle Opera, is a major plus. Your hands-on experience with these systems will help you quickly understand our customers' needs and workflows.

Problem-Solving Aptitude:

A proactive approach to identifying and addressing customer needs, with a knack for finding solutions.

Organizational Skills:

Highly organized with a strong attention to detail and the ability to manage multiple hotel onboardings/implementations and associated tasks effectively.

Team Player:

Ability to work both independently and as part of a collaborative team. Proficiency with basic office software (e.g., Google Workspace, Microsoft Office). Experience with CRM or Customer Success tools is a bonus but not required.

Relevant vocational training, college degree, or equivalent practical experience in business, hospitality, or a related field.

Job Type: Full-time

Pay: 24,606.88-35,032.00 per year

Benefits:

Bereavement leave Cycle to work scheme Employee stock ownership plan Flexitime Sick pay Work from home
Experience:

Hospitality: 3 years (preferred) Customer support: 2 years (preferred)
Language:

French (required)
Work authorisation:

United Kingdom (required)
Willingness to travel:

25% (required)
Work Location: Hybrid remote in London W2 6LG