Customer Success Manager

• Manage executive calendars and scheduling.
• Coordinate appointments through Acuity Scheduling.
• Audit calendars and prevent scheduling conflicts.
• Schedule recurring meetings and client sessions.
• Respond professionally to client inquiries.
• Coordinate payment corrections through Stripe.
• Maintain accurate client records and documentation.
• Ensure key stakeholders are included in client communications.
• Resolve minor administrative and technical issues as they arise.
• Serve as the primary administrator for the organization's GoHighLevel platform.
• Build and maintain marketing funnels.
• Create landing pages.
• Design and optimize automation workflows.
• Build drip campaigns and customer journeys.
• Create and maintain email templates.
• Build newsletters and promotional campaigns.
• Configure subscription products.
• Create internal forms.
• Manage CRM pipelines.
• Build Smart Lists.
• Implement tagging and segmentation strategies.
• Audit CRM data for accuracy and consistency.
• Monitor automation performance and troubleshoot workflow issues.
• Maintain and optimize the organization's technical ecosystem.
• Configure advanced Jotform forms with conditional logic.
• Integrate Jotform with GoHighLevel.
• Test lead routing and automation accuracy.
• Audit WordPress forms and website functionality.
• Troubleshoot GoDaddy hosting and DNS issues.
• Monitor website uptime and system health.
• Verify email and notification delivery.
• Maintain CRM integrity across all connected platforms.
• Troubleshoot system integrations and workflow failures.
• Provide operational support for marketing activities.

GoHighLevel CRM & Automation Administrator

• Manage new customer onboarding from kick-off through to successful go-live
• Coordinate Roomstay’s integration with clients’ Property Management Systems and other technology
• Run a structured 90-day post-launch programme
• Manage and support onboarding specialist
• Build long-term relationships with your portfolio of customers
• Help clients improve website conversion through testing, optimisation and best practice
• Gather customer feedback and work with product team
• Keep customers informed about new features and improvements
• Identify opportunities for additional Roomstay products or services

• Build trusted relationships with customers, learning how each one works and where they want to go.
• Plan and guide new customers through implementation, onboarding, and training.
• Support existing customers by answering questions, highlighting new features, and running Quarterly Business Reviews.
• Contribute to support systems, such as in-product guides, webinars, and our Help Center.
• Work closely with other departments to bring the customer voice into the product roadmap and strategy.
• Identify expansion and referral opportunities through the relationships you build and think creatively about how to act on them.
• Track the numbers that matter, like churn, time to first value, and net promoter score.
• Experiment with new strategies, tools, and AI to help customers (and yourself) to work smarter.
• Always keep our value of Delighting Customers top of mind.

Junior Customer Success Manager

• Design and maintain a B2C lead scoring model in HubSpot to prioritize high-intent leads across a high monthly contact volume
• Segment and continuously enrich the CRM database, including deduplication, data hygiene, and contact lifecycle staging
• Track and optimize Customer Acquisition Cost (CAC) by source, flagging underperforming channels and surfacing insights to the Marketing and Sales teams
• Build and manage lifecycle email workflows covering activation (post-lead), conversion (deposit → program fee), and retention (post-booking through to post-trip)
• Own the editorial calendar for newsletters and one-off campaigns, ensuring messaging is on-brand, audience-segmented, and results-oriented
• Continuously A/B test subject lines, copy, CTAs, and send-time to improve open rates, click-through rates, and downstream conversion
• Build and manage automated push notification flows for key lifecycle moments, including welcome journeys, booking milestones, payment reminders, and community prompts
• Sync CRM audience segments with paid ad platforms (Meta and Google) to run remarketing campaigns targeting high-score leads
• Ensure all CRM data is accurately tracked from source, including UTM parameters, lead origin, funnel stage, and revenue attribution
• Maintain full compliance with GDPR, LGPD, and other applicable data privacy regulations across all channels and automations
• Produce weekly and monthly performance reports on key lifecycle metrics such as activation rate, deposit-to-program-fee conversion, cancellation rate, and CAC by source

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