Senior Customer Success Manager, Duetto

• A hospitality background — revenue management experience is strongly preferred
• A proven track record in a senior customer-facing role — Customer Success, Account Management, or Consulting — with demonstrated ability to manage enterprise accounts and executive-level stakeholders with confidence and credibility
• Business-fluent English and French — both are hard requirements for this role
• Proficiency with Salesforce, Tableau (or equivalent), and AI-assisted tools for analysis, reporting, and client communication
• The ability to ramp quickly, tell complex stories clearly, and handle difficult client conversations professionally while driving upsell and renewal outcomes
• SaaS experience — candidates with as little as 2 years in SaaS will be considered if they bring strong hospitality and enterprise account experience

Desirable

• You'll own the end-to-end post-sales customer lifecycle — onboarding, adoption, retention, and renewal — for an assigned portfolio of strategic EMEA accounts, with clear accountability
• You'll act as a senior consultant on client revenue strategies, leveraging deep hospitality expertise to align Duetto's capabilities with complex, multi-stakeholder business needs — serving as the primary point of contact for strategic escalations and independently resolving complex client issues
• You'll lead strategic business reviews and advanced product training sessions, using AI-assisted tools to deliver documented ROI, and use AI-assisted analytics to audit customer usage and market performance data, proactively identifying churn risks, growth opportunities, and upsell and cross-sell outcomes
• You'll design tailored product adoption recommendations that address regional and segment market dynamics across EMEA, collaborating with Product, Sales, and Support to advocate for customer needs and influence the product roadmap
• You'll mentor junior CSMs on best practices, revenue management principles, and AI-assisted CS tooling — contributing to a collaborative, high-performing EMEA Customer Success team
• You'll maintain accurate account records in Salesforce using automated activity capture and AI-assisted reporting, keeping full visibility of portfolio health across the team and leadership
• Reports to: Director, Customer Success EMEA
• Direct reports: None