Director of Customer Success, RoomPriceGenie

• We are looking for a leader who embodies our core values — someone who leads with empathy for customers and colleagues, integrity in decision-making, ownership of outcomes, and a spirit of togetherness that strengthens our global team
• 10+ years of experience in Customer Success, Account Management, Customer Experience, or Client Services, with leadership experience
• Proven ability to build strong cross-functional relationships and collaborate effectively with senior stakeholders
• Experience leading customer-facing teams in a SaaS environment, ideally serving SMB or mid-market customers
• A leadership style rooted in empathy, integrity, and accountability, with a commitment to developing people and building trust
• Excellent communication skills and the ability to bring teams together around shared goals
• An AI-first mindset — you naturally ask "how can AI help?" before approaching any task or process, and you have a track record of adopting or championing AI tools to improve team performance and customer outcomes
• Demonstrated success in improving customer retention, adoption, and recurring revenue growth
• Experience leading distributed or global teams, ideally in a remote-first environment

Desirable

• As the Director of Customer Success, you will lead and evolve the global organisation responsible for ensuring our customers achieve meaningful success with RoomPriceGenie
• You will oversee our Revenue Managers (Account Management), Customer Care, and Technical Support teams, shaping the strategy, structure, and systems that enable customers to fully realise the value of our platform
• Your role is not to own the day-to-day execution of each function, but to ensure the right structures, clarity, and alignment are in place for teams to operate effectively and scale
• Success in this role requires more than operational excellence. You will be a trusted partner to your peers across Sales, Product, Marketing, and Engineering, working together to deliver an exceptional customer experience. You will foster strong internal relationships, ensuring alignment, open communication, and shared ownership of our goals
• You will help create momentum across the organisation by bringing clarity, collaboration, and a practical approach to solving problems
• Crucially, we are a human-first, AI-driven organisation. We believe every person at RoomPriceGenie has a core — work that only they can do and that creates real impact. AI exists to protect and amplify that core
• As Director of Customer Success, you will be expected to lead this transformation within your teams: championing an AI-first mindset, identifying where AI can eliminate low-value work, and freeing your people to focus on what makes the biggest difference for our customers
• Define and execute the global Customer Success strategy, aligning it with company growth objectives and customer needs
• Lead and develop leaders across Revenue Management (Account Management), Customer Support, and Technical Support, ensuring strong team-level ownership of day-to-day operations while providing clear strategic direction, alignment, and support
• Own and drive the Customer Success AI strategy — define what only your team can do, and build a roadmap for using AI to shift time toward high-impact work. This means identifying automation opportunities, adopting AI tools for smarter workflows, and continuously asking: how can AI help us do this better?
• Build strong partnerships across departments, ensuring close collaboration with Sales, Product, Marketing, and Engineering to continuously improve the customer experience
• Build structures and frameworks that enable each function (Account Management, Customer Support, Technical Support) to excel within their areas of expertise while contributing to a cohesive customer experience
• Establish and monitor KPIs related to customer health, adoption, retention, NPS, and expansion, using data to guide decisions and drive improvements
• Promote a culture of ownership and accountability, ensuring teams follow through on commitments and deliver meaningful results for customers
• Champion the voice of the customer across the organisation, ensuring customer insights help shape product development and operational improvements
• Build trusted relationships with key customers and partners, reinforcing RoomPriceGenie's reputation as a thoughtful and reliable partner
• Approach customer challenges with empathy and curiosity, ensuring issues are understood and resolved collaboratively and constructively
• Ensure escalations are managed with transparency and urgency, enabling effective cross-functional resolution while supporting teams in identifying root causes and preventing recurrence
• Leverage AI-powered insights and tooling to identify churn risk signals, surface coaching opportunities during customer interactions, and enable your team to act proactively rather than reactively
• Design and evolve scalable customer lifecycle and support models, including onboarding, adoption, engagement, and renewal
• Create agentic workflows to enable teams to work effectively and focus on core human activities while keeping processes simple and practical
• Drive clarity and focus in how work gets done, ensuring priorities are well defined and teams can move forward with momentum
• Collaborate closely with Sales and Finance to forecast renewals and identify opportunities for customer growth
• Continuously improve workflows and reporting to support smarter decisions and better customer outcomes
• Partner with Technical Support and Engineering to improve internal tooling, automation, and data visibility, enabling faster resolution and reduced manual effort
• Identify patterns in support and operational data to inform product improvements, reduce recurring issues, and improve system reliability