Head Of Customer Success - Cape Town at RoomRaccoon Hotel Tech

About the role: 

You will lead our team responsible for customer happiness and retention.  Your team helps our existing customers leverage the full power of RoomRaccoon by driving better adoption of our product and upselling our extensive range of upgrades.

Your team will spend their  days showcasing RoomRaccoon to our existing hoteliers through proactive delivery of Quarterly Success Plan reviews. Our Customer Success team will build meaningful relationships with our customers. We will show our customers how to get the very best of RoomRaccoon  to level-up their hotel operations, saving them time, costs and generating more revenue.

Your main duties and responsibilities will be - but not limited to:

• Global ownership of our customer base. This means responsibility for customer happiness, retention, adoption  and expansion Annual Recurring Revenue targets
• Collaborating with our Head of Implementations to ensure new customers are successfully onboarded
• Driving the growth of our native payment platform, RaccoonPay,  amongst our existing customer base ensuring we maximise available payment volume share.  
• Ensuring all of our Customers receive a Quarterly Success Plan Review each and every quarter.
• Actively reviewing interactions between your team and our customers to ensure best experience for our customers
• Owning and improving our Quarterly Success Plan process.
• Managing  and mentoring the Customer Success team, including carrying out Quarterly Performance Appraisals.
• Collaborate with Team Marketing with regards to customer communication in a bid to maximise product understanding and upsell opportunities.

About you:

Our perfect fit has/is

Language requirements:

• English proficiency
• Any additional European languages will be advantageous

Experience:

• 5+ years sales experience (SaaS / hospitality advantageous )
• Experience managing a sales/customer success team in a business generating more than €10 million Annual Recurring Revenue

Skills/Attributes:

• Strategic & Sales driven 
• Organised
• Efficient
• Results Orientated
• Proactive
• Big Picture Thinker
• Clear Communicator