VP of Customer Services, Lodgify
Vacation rental marketing software
Open for applications
Vacation rental marketing software
201-500 employees
Open for applications
201-500 employees
Company mission
To empower any host or lodging business worldwide to get started and grow their business through technology.
Role
Who you are
- This role requires a strategic thinker with a strong operational background and a passion for building and nurturing high-performing teams
- 10+ years of experience in customer success, with at least 5 years in a leadership role within a SaaS company
- Strong understanding of the SaaS business model and customer lifecycle management
- Proven experience in building and leading high-performing teams, with a track record of achieving targets and driving customer success initiatives
- Deep passion for delivering exceptional customer experiences and a strong customer-first mindset
- Proficient in data analysis and utilizing customer success metrics to drive decisions and strategy
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
- Ability to think strategically and execute tactically, with a focus on driving results and achieving business objectives
- Comfortable working in a fast-paced, dynamic environment with a strong sense of urgency and ownership
- Comfortable in having technology discussion, as you'll be required to discuss product and technical aspects with stakeholders, including R&D teams. This role demands the ability to bridge the gap between customer needs and technical solutions
What the job involves
- As the Vice President of Customer Success, you will be a key member of the management team at Lodgify, responsible for leading and scaling our Customer Success department
- You will develop and execute strategies that drive customer engagement, retention, and growth, ensuring that our customers derive maximum value from our platform
- Create and implement a comprehensive customer success strategy that aligns with Lodgify’s business goals and objectives
- Define key metrics and KPIs to measure the effectiveness of the customer success function and drive improvements in customer satisfaction, retention, and growth
- Build, lead, and mentor a high-performing Customer Success team, including Customer Success Managers, Onboarding Specialists, and Support Agents
- Foster a customer-centric culture within the team, ensuring a proactive and solution-oriented approach to customer interactions
- Manage remote teams, ensuring they stay motivated and cohesive. Maintaining engagement across diverse locations, and utilizing virtual collaboration tools to keep the team aligned and focused on achieving shared objectives
- Develop and implement customer retention programs to minimize churn and enhance customer loyalty
- Identify opportunities for upselling and cross-selling additional products and services to existing customers
- Serve as the voice of the customer within the company, advocating for customer needs and feedback in product development, marketing, and sales strategies
- Build strong relationships with key customers and stakeholders, ensuring a high level of engagement and satisfaction
- Manage the transition to AI and optimize customer success processes and workflows to enhance efficiency and scalability
- Manage customer success software and tools and make sure we have the best in class solutions in place
- Collaborate closely with Sales, Marketing, Product, and Engineering teams to ensure a seamless customer experience from onboarding through ongoing support
- Provide insights and feedback to the Product team to drive continuous improvement and innovation based on customer feedback and usage patterns
- Utilize data and analytics to gain insights into customer behavior, identify trends, and drive strategic decision-making
- Regularly report on customer success metrics to the executive team and provide recommendations for improvement
Application process
- All applications and CVs must be submitted in English
Our take
For independent vacation rental owners or managers, creating and marketing a property can be challenging, and third-party portals like Airbnb can eat into profits with commissions and fees. Lodgify offers an efficient alternative with its vacation rental marketing software, enabling users to quickly create mobile-friendly websites, manage reservations and payments, and synchronise property information across multiple rental portals.
The vacation rental market has been booming recently, with a notable increase in mid-term rentals and a rising demand for short-term lets. This trend is particularly strong in Europe, Lodgify's home market, which has more managed vacation rentals than the US or elsewhere.
As competition intensifies, owners and managers are looking to professionalize, benefiting Lodgifty. This trend is expected to grow, which contributed to Lodgify's significant fundraising in 2022, bolstered by partnerships with Airbnb, Expedia, and Booking.com.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
39% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2022
$19m
SERIES C
May 2021
$8m
EARLY VC
Total funding: $33.9m
Company benefits
- The freedom to work from home
- Enjoy 25 working days of paid vacation and Jornada Intensiva in August
- Top-notch Cigna health insurance (includes travel insurance, dental plan, psychologist)
- Save on meals and transportation! Enjoy our Flexible Remuneration plan
- Elevate your workspace. We provide a home-office setup allowance to ensure you have everything you need for a productive and comfortable work environment
- Travel to our biyearly team-building events in Barcelona at company's expense
- Free Spanish classes
- Boost your earning potential with our referral program that offers paid compensation
- Great culture & working environment with an international team of over 60 different nationalities
Company values
- Customers come first - We exist because of our customers. Providing the best experience to them is key, all else will follow
- One mission-driven team - We’re a team of ambitious professionals united to further advance in our mission. We know that we will only succeed if we work together as one single team. We’re in it for the long run and we’re in it to win it
- We empower - We empower our customers and each other to become independent. We do this by democratising access to technology, knowledge, and data
- Focus on impact - While we want to do everything, we can't do it all at once. We focus on what really matters to have the most impact. We carefully consider both the short-term and long-term impacts of our choices
- Seek productive debate - We know that we don’t know. We carefully listen, rationally debate with each other and analyse real data. We ignore hierarchies and our egos in our quest to find the truth. The truth always wins
- Act fast & iterate - We take ownership and get things done. Doing is better than not doing. Along the way we will make mistakes: We fail, we learn, we succeed
- Be real & respectful - We’re real and authentic people. We say what we mean, and we mean what we say. We believe trust is earned, and we work to gain it every day by being transparent, respecting each other, and doing the right thing
Company HQ
La Nova Esquerra de l'Eixample, Barcelona, Spain
Articles
Leadership
Dennis Klett
(CEO)Previously worked as a Finance Analyst at Siemens Healthcare, then Philip Morris International.
Marco De Gregorio
(CTO)Has extensive experience in web development, having done so both on a freelance basis and at 4D Interactive and Vueling Airlines. Was also the co-founder and CTO of Domegos Ltd., a holiday home web portal.
Salary benchmarks
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