Customer Success Team Leader

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together**What We Do**We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.And today, we’re the world’s leading open hotel commerce platform, supporting 44,500 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.**About the Customer Success Manager...**Are you a passionate leader with a knack for building high-performing teams? Do you thrive on exceeding customer expectations and driving business growth? If so, then this Customer Success Manager role at SiteMinder is the perfect opportunity for you**What you'll do...**- Team Leader & Coach: Guide and mentor a team of Customer Success Advisors, fostering their professional growth through training, coaching, and performance management.- Retention Strategist: Become an internal Subject Matter Expert (SME) for customer retention and churn. Analyze data, identify trends, and develop data-driven strategies to minimize churn and maximize customer lifetime value.- Performance Champion: Ensure that your team consistently achieves or surpasses key performance indicators (KPIs) related to customer success.- Experience Architect: Partner with the Customer Success Advisors to deliver exceptional customer experiences that build loyalty and advocacy. Identify areas for process improvement and collaborate with the Enablement team to streamline customer journeys and optimize advisor efficiency.- Pipeline Master: Manage the customer success pipeline, ensuring smooth onboarding and handoff of customers to the Advisor team.- Optimisation Lead: You develop a deep understanding of how our hotel software is best optimised for customer success and you will guide and train a team of customer success advisor to assist our customers to optimise their product experience. You are a keen negotiator and are able to assist teams to build out skills in contract negotiation.**What you have...**- Proven leadership experience- Customer Success Expertise: A deep understanding of customer success best practices, with a proven track record of driving retention and growth.- Coaching Prowess: The ability to provide constructive feedback, coach for development, and celebrate successes.- Data & Analytics Savvy: Experience in analyzing customer data to identify trends and develop data-driven strategies.- Communication Champion: Excellent communication skills, both written and verbal, with the ability to inspire and motivate your team, as well as collaborate effectively with cross-functional teams.- Experience in the hotel industry or travel tech is a bonus.**Our Perks & Benefits**- Equity packages for you to be a part of the SiteMinder journey- Hybrid working model (in-office & from home)- Mental health and well-being initiatives- Generous parental (including secondary) leave policy- Paid birthday, study and volunteering leave every year- Sponsored social clubs, team events, and celebrations- Employee Resource Groups (ERG) to help you connect and get involved- Investment in your personal growth offering training for your advancementDoes this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch.When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.