Customer Success Manager (French & Italian or Spanish Speaker)

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    "description": "<p><span style=\"font-size: 10pt\">Department: Customer Success<br><span style=\"color: rgb(0, 0, 0)\">Location: On-site (Lisbon) </span></span></p>\n<p><span style=\"font-size: 10pt\"><span style=\"color: rgb(0, 0, 0)\">Contract Type: Full-time (Permanent</span>)<br>Language Requirement: Fluent French &amp; Italian or Spanish (native speaker)</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">About RoomRaccoon</span></p>\n<p><span style=\"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><br></p>\n<p><span style=\"font-size: 10pt\"><span><br></span></span></p>\n<p><span style=\"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></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Your North Star as a Customer Success Manager</span></p>\n<p><span style=\"font-size: 10pt\">As a Customer Success Manager (CSM), you will be at the heart of RoomRaccoon’s mission - helping our hotel partners achieve maximum value from our solutions while identifying growth opportunities. You will be the trusted advisor and commercial partner to a portfolio of market-speaking hoteliers, supporting them through strategic consultation, product education, and data-driven upsell initiatives.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-size: 10pt\"><em><span style=\"font-weight: bold\">1. Customer Success &amp; Strategic Account Management</span></em></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Serve as the main point of contact for a portfolio of hotel clients, ensuring their success throughout the customer lifecycle.<br></span></li>\n<li><span style=\"font-size: 10pt\">Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals.<br></span></li>\n<li><span style=\"font-size: 10pt\">Deliver product training and strategic workshops that empower hoteliers to optimise operations using RoomRaccoon.<br></span></li>\n<li><span style=\"font-size: 10pt\">Collaborate cross-functionally with Sales, Implementation, Product, and Support to ensure a seamless customer journey.<br><br></span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><em><span style=\"font-weight: bold\">2. Commercial Growth &amp; Upselling</span></em></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals.<br></span></li>\n<li><span style=\"font-size: 10pt\">Proactively identify opportunities within your portfolio for tier upgrades or product add-ons (e.g., Payments, RevPlus or other modules or features).</span></li>\n<li><span style=\"font-size: 10pt\">Present and demo product add-ons and new features in a consultative, value-driven manner.<br></span></li>\n<li><span style=\"font-size: 10pt\">Track account health, engagement metrics, and usage data to uncover untapped revenue potential.<br><br></span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><em><span style=\"font-weight: bold\">3. Retention &amp; Risk Mitigation</span></em></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Monitor customer satisfaction, usage trends, and feedback to detect risks of churn early.<br></span></li>\n<li><span style=\"font-size: 10pt\">Develop and execute proactive retention strategies to address pain points before they escalate.<br></span></li>\n<li><span style=\"font-size: 10pt\">Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions.<br><br></span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">How to be Successful as a CSM</span></p>\n<p><span style=\"font-size: 10pt\"><em><span style=\"font-weight: bold\">You are:</span></em></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Native or fluent in French &amp; Italian or Spanish, with professional proficiency in English.<br></span></li>\n<li><span style=\"font-size: 10pt\">Experienced in Customer Success, Account Management with a minimum of 2+ years of experience in a similar client-facing role in SaaS or tech-enabled services.<br></span></li>\n<li><span style=\"font-size: 10pt\">A strong communicator with excellent interpersonal skills; confident in leading conversations with stakeholders at all levels.<br></span></li>\n<li><span style=\"font-size: 10pt\">Comfortable identifying and driving commercial opportunities within existing accounts.<br></span></li>\n<li><span style=\"font-size: 10pt\">A self-starter who thrives in a fast-paced, tech-driven environment.<br></span></li>\n<li><span style=\"font-size: 10pt\">Organised, detail-oriented, and capable of juggling multiple priorities under pressure.<br></span></li>\n<li><span style=\"font-size: 10pt\">Empathetic and customer-obsessed, with a proactive mindset and a bias for action.<br><br></span></li>\n</ul>\n<p><span style=\"font-size: 10pt\"><em><span style=\"font-weight: bold\">Nice-to-Have</span></em></span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Experience in the hospitality industry or a SaaS/B2B tech environment is highly advantageous.<br></span></li>\n<li><span style=\"font-size: 10pt\">Familiarity with tools like Freshdesk or other CRM/ticketing platforms.<br></span></li>\n<li><span style=\"font-size: 10pt\">Knowledge of the hotel tech ecosystem (PMS, channel managers, payment solutions, booking engine, housekeeping, etc.)<br><br></span></li>\n</ul>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Why Join RoomRaccoon?</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.<br></span></li>\n<li><span style=\"font-size: 10pt\">Work with a dynamic, supportive team who values initiative, autonomy, and creativity.<br></span></li>\n<li><span style=\"font-size: 10pt\">Opportunity to grow into senior roles as we scale across markets and expand our product suite.<br></span></li>\n<li><span style=\"font-size: 10pt\">Regular team events, international exposure, and access to cutting-edge hospitality software.<br><br></span></li>\n</ul>\n<p><span style=\"color: rgb(72, 65, 63); font-size: 10pt\"><span style=\"font-weight: bold\">Perks</span>:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Mac environment</span></li>\n<li><span style=\"font-size: 10pt\">Performance bonuses </span></li>\n<li><span style=\"font-size: 10pt\">Employee Equity Scheme</span></li>\n<li><span style=\"font-size: 10pt\">Annual training budget</span></li>\n<li><span style=\"font-size: 10pt\">Annual Hotel experience </span></li>\n<li><span style=\"font-size: 10pt\">Birthday leave</span></li>\n<li><span style=\"font-size: 10pt\">Long service leave and bonuses</span></li>\n<li><span style=\"font-size: 10pt\">Quarterly team building budgets &amp; office massages</span></li>\n<li><span style=\"font-size: 10pt\">Friday lunches on us</span></li>\n<li><span style=\"font-size: 10pt\">Global Mobility</span></li>\n<li><span style=\"font-size: 10pt\">Hybrid model</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\"><span style=\"color: rgb(72, 65, 63)\">RoomRaccoon Values</span><span style=\"color: rgb(72, 65, 63)\"> </span></span></p>\n<ul>\n<li><span style=\"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-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-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-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-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><br></p>\n<p><span style=\"font-size: 10pt\"><span style=\"font-family: Lato, sans-serif; font-weight: 300\"><span style=\"font-weight: bold\">Disclaimer:</span> Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our </span><a href=\"https://roomraccoon.bamboohr.com/careers\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-family: Lato, sans-serif; font-weight: 300\">careers page</span></a><span style=\"font-family: Lato, sans-serif; font-weight: 300\">, and we’d love for you to apply for roles that fit your talents in the future!</span></span></p>\n<ul></ul>\n<ul></ul>",
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