Customer success manager

What you'll do

• Be part of the Customer Experience team and help shape how we support, onboard, advise and create value for customers as we grow.
• Leverage your hotel expertise to help customers connect the dots between their data, their business and better commercial decisions.
• Act as a strategic partner, moving beyond troubleshooting towards consulting, problem-solving and helping customers think differently.
• Become an expert in Juyo and help customers get the most from the platform, from onboarding and adoption through to ongoing value.
• Work closely with customers across Revenue Management, Commercial and, increasingly, Finance, HR, F&B, M&E and other hotel teams.
• Use data and technology to investigate questions, uncover insights and get to the “why?”
• Explore where AI can create value - helping customers understand and implement AI-powered workflows, agents and automation as these become part of how they work.
• Collaborate closely with Product, Support, Integrations and Dev to solve complex customer challenges and bring customer insight back into what we build.
• Help build scalable ways of working, including processes, playbooks, automation and AI workflows that allow us to deliver better customer experiences at scale.
• Champion unreasonable hospitality - knowing when to automate, when to advise and when a human touch makes all the difference.

What you bring

• 5+ years of experience in Hotel Revenue Management, Commercial Strategy, BI or a closely related hotel performance role.
• A strong understanding of hospitality KPIs, commercial drivers and how hotel businesses actually operate.
• A genuine love of data and AI — you’re curious about what sits behind the numbers and already experiment with AI tools, agents and automation.
• Strong communication skills and the ability to move comfortably between detailed data questions, customer conversations and senior stakeholder discussions.
• A builder’s mindset — you ask better questions, get to the root of problems and find practical solutions. You’re organized, resourceful, proactive and comfortable building as you go.
• A strong sense of urgency — you take ownership, move things forward and don’t wait to be told what to do.
• Autonomous and comfortable with ambiguity — you can create structure where it doesn’t yet exist and stay focused on outcomes rather than waiting for a perfect playbook.
• Most importantly, you enjoy working with customers and care deeply about the people and experience behind the technology.

Bonus

• Experience in SaaS, hospitality technology, Customer Success, onboarding or consulting.
• Experience with AI, agents, automation or AI-powered workflows.
• Multilingual - fluent English required; other languages are a big plus.