Customer Success Manager

• Ensure customers can easily perform key post-booking actions without agent support
• Serve as key stakeholder in development and evolution of self-service capabilities across digital touchpoints
• Consult on and design intuitive user journeys for post-booking actions (changes, cancellations, schedule updates)
• Analyze performance data and customer feedback to identify pain points, friction, and automation gaps and translate into improvements
• Collaborate with internal and cross-functional teams and with Booking.com to align initiatives and share insights
• Ensure customer communications in self-service flows are clear, accurate, and aligned with tone of voice
• Monitor and optimize self-service metrics (containment rate, resolution success, CSAT, contact deflection)
• Support rollout of new features or updates, advising on content, logic, and customer experience implications
• Act as subject matter expert on self-service experience within the Customer Success organization
• Drive alignment with strategic partners and prioritize improvements balancing customer experience, scalability, and operational efficiency
• Report to Senior Manager, Customer Success; position based in Athens

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