Team Lead: Customer Success

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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\"><span><span>Title: </span></span></span><span><span>Team Lead: Customer Success</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\"><span><span>Department: </span></span></span><span><span>Customer Success</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\"><span><span>Location: </span></span></span><span><span><span>Lisbon</span></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\"><span><span>Contract Type: </span></span></span><span><span>Permanent </span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><span><span>Language Requirements: English + an additional European language</span></span></span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>About RoomRaccoon: </span></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.</span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝</span></span></span><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><br></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Your North Star: </span></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>We’re looking for a Team Lead for Customer Success to lead and coach a small, ambitious team of Customer Success Managers (CSMs) who support our SMB hospitality customers. You will be the go-to person for your team, guiding them to deliver results, solve complex customer challenges, and help hotels get the most out of RoomRaccoon.</span></span></span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><span><span><span style=\"font-weight: bold\"><span>Key Responsibilities:</span></span></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Lead &amp; Coach</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Lead a team of 5–6 Customer Success Managers and help them succeed every day.<br></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Run regular 1:1s, give actionable feedback, and nurture a high-performing team culture.<br></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Set clear goals for retention, adoption, and growth, and help your team achieve them.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Own the Customer Experience</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Ensure every SMB hotel gets a smooth post-onboarding journey and real value from RoomRaccoon.<br></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Step in to support escalations or tricky customer situations, coaching your team on negotiation and stakeholder management.<br></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Guide CSMs to prioritize their portfolio to balance short-term wins and long-term relationships.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Drive Operational Excellence</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Keep processes, data, and reporting accurate to help the team scale efficiently.<br></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Help create and continuously improve customer success playbooks and workflows.<br></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Partner with Product, Sales, and Support to elevate the overall customer experience.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Be the Voice of the Customer</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Gather insights from hotels and communicate them to our Product team.<br></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Ensure our roadmap reflects real customer needs, especially for SMB hoteliers.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Success Metrics:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Net Revenue Retention: </span>% of revenue retained from existing customers, including expansion</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Churn Rate:</span> % of customers leaving within a period</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Customer Satisfaction (CSat):</span> Average satisfaction score or promoter score from post-support or quarterly surveys</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Upsell:</span> Revenue growth from existing customers via add-ons, upgrades, or increased usage</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span style=\"font-weight: bold\">Team Health:</span> 1:1 completion, goal achievement, internal feedback scores</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Required Skills &amp; Experience</span></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><span><span>You bring:</span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">3+ years leading or mentoring a customer-facing team in B2B SaaS (CS, AM, or CX).</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience managing SMB customers, preferably in hospitality or SaaS.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Strong communicator, able to handle escalations and challenging conversations with ease.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Data-driven, comfortable using metrics to guide decisions.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Passionate about helping hotels succeed and excited by a fast-moving scale-up environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Fluent in English; an additional European language is required.</span><br><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> </span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Why Join RoomRaccoon?</span></span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Work with a dynamic, supportive team who values initiative, autonomy, and creativity.</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Opportunity to grow into senior roles as we scale across markets and expand our product suite.</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Regular team events, international exposure, and access to cutting-edge hospitality software.</span></span></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><br></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Perks:</span></span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Mac environment</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Performance bonuses </span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Employee Equity Scheme</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Annual training budget</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Annual Hotel experience </span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Birthday leave</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Long service leave and bonuses</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Quarterly team building budgets &amp; office massages</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Friday lunches on us</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Global Mobility</span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span>Hybrid model</span></span></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><br></span></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span style=\"font-weight: bold\"><span>Our Core Values as defined by our Raccoons: </span></span></span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Accountability:</span></span></span></span><span><span><span> owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Beat Yesterday:</span></span></span></span><span><span><span> when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Clock Speed: </span></span></span></span><span><span><span>choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Deal's a Deal: </span></span></span></span><span><span><span>setting clear expectations, delivering on promises and being reliable for our customers and your teammates. </span></span></span></span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><span><span><span style=\"font-weight: bold\"><span>Empower Another: </span></span></span></span><span><span><span>share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers. </span></span></span></span></li>\n</ul>\n<p><span><span><br></span></span><br></p>",
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