Customer Success Manager, Lodgify
6 Month Temporary Contract
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
- We're seeking someone who is both tech-savvy and results-driven, with strong communication skills and the ability to engage and retain customers
- 2+ years of experience in Customer Success or a similar role, with strong knowledge of customer success processes and best practices
- 1+ years in SaaS/B2B environments, understanding subscription models, customer lifecycles, and service delivery
- Native or near-native English proficiency, with excellent verbal and written communication skills to engage with stakeholders at all levels
- Strong analytical and problem-solving skills, able to interpret data and implement strategies to improve customer satisfaction and reduce churn
- Proven leadership abilities, with experience managing and motivating teams to achieve performance goals
- Experience in process creation and optimization, including documentation and workflow improvements for customer support and success teams
What the job involves
- We are looking for an experienced Customer Success Manager to lead and scale our global Customer Support teams at Lodgify
- You will manage a team of 100+ agents and team leads across multiple locations, focusing on improving response times, CSAT, and expanding coverage
- In this role, you'll be the voice of the customer, driving key performance metrics and collaborating with stakeholders to enhance customer satisfaction
- This role is a 6-month maternity leave cover, with the possibility of extension depending on business needs, and you will report directly to the Head of Customer Success
- Lead and manage a global team of 100+ agents and team leads, ensuring excellent customer service, efficient response times, and improved CSAT
- Build and maintain strong relationships with customers, acting as their voice within the company and providing insights to improve product development
- Develop and optimize customer success processes, implementing tools and strategies to maximize value for our customers and ensure long-term satisfaction
- Monitor and analyze customer data to identify trends, reduce churn, and communicate key findings across teams, including Sales, Product, and Marketing
- Own and enhance reporting on key performance metrics (KPIs), identifying areas for improvement in staffing, productivity, and workflows
- Collaborate with internal teams to ensure customer feedback informs service delivery and strategic decision-making
- Proactively identify new business opportunities while sustaining profitability and driving retention through tailored solutions
- Implement actions to meet strategic goals and ensure continuous improvement in customer success operations
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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