RoomRaccoon Hotel Tech

Team Lead – Customer Success

RoomRaccoon Hotel Tech

full-time

Posted on:

Location Type: Hybrid

Location: Lisbon • Portugal

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Job Level

Senior

About the role

  • Lead a team of 5–6 Customer Success Managers and help them succeed every day
  • Run regular 1:1s, give actionable feedback, and nurture a high-performing team culture
  • Set clear goals for retention, adoption, and growth, and help your team achieve them
  • Ensure every SMB hotel gets a smooth post-onboarding journey and real value from RoomRaccoon
  • Step in to support escalations or tricky customer situations, coaching your team on negotiation and stakeholder management
  • Guide CSMs to prioritize their portfolio to balance short-term wins and long-term relationships
  • Keep processes, data, and reporting accurate to help the team scale efficiently
  • Help create and continuously improve customer success playbooks and workflows
  • Partner with Product, Sales, and Support to elevate the overall customer experience
  • Gather insights from hotels and communicate them to our Product team
  • Ensure our roadmap reflects real customer needs, especially for SMB hoteliers

Requirements

  • 3+ years leading or mentoring a customer-facing team in B2B SaaS (CS, AM, or CX)
  • Experience managing SMB customers, preferably in hospitality or SaaS
  • Strong communicator, able to handle escalations and challenging conversations with ease
  • Data-driven, comfortable using metrics to guide decisions
  • Passionate about helping hotels succeed and excited by a fast-moving scale-up environment
  • Fluent in English; an additional European language is required
Benefits
  • Mac environment
  • Performance bonuses
  • Employee Equity Scheme
  • Annual training budget
  • Annual Hotel experience
  • Birthday leave
  • Long service leave and bonuses
  • Quarterly team building budgets & office massages
  • Friday lunches on us
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaScustomer successaccount managementcustomer experiencedata analysismetrics-driven decision makingnegotiationstakeholder management
Soft Skills
leadershipcommunicationcoachingteam culture developmentgoal settingproblem-solvingrelationship management