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Thynk.Cloud
Thynk.Cloud
51 – 200 Employees
ConsultingHospitalityLogistics
Thynk.Cloud develops hospitality management software on Salesforce, bringing group and event management, sales data, and analytics into a connected toolkit for hotels and hospitality businesses. Founded in 2019, the company operates as a remote-first global team and is scaling its platform for the international hospitality market. Its work centers on helping hospitality teams coordinate sales and operations and make better use of their business data.
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Customer Success Manager, Europe (Remote)

Guide Thynk.Cloud’s hospitality SaaS customers through adoption, retention, and value realization. Manage account health, customer feedback, and renewal readiness across Europe.

EUEuropean UnionRemoteFull-timeMiddleSeniorGerman RequiredEnglish RequiredSpanish RequiredFrench RequiredCustomer SuccessCustomer Success Manager

Description

  • Lead customers from post-implementation adoption through renewal readiness.
  • Build customer relationships and deliver satisfaction, retention, and measurable value.
  • Guide customer teams as their primary contact for adoption and outcomes.
  • Manage a portfolio of accounts, advancing adoption, addressing risks, preventing churn, and delivering success plans.
  • Set regular engagement rhythms, conduct check-ins, and prepare annual business reviews.
  • Track product adoption, support patterns, and customer sentiment.
  • Keep customer records accurate in Salesforce and Thynk Drive.
  • Coordinate NPS campaigns, track results, and ensure follow-up actions are completed.
  • Arrange customer training, webinars, targeted updates, and relevant community activities.
  • Run the Red Account program and coordinate risk resolution with Product, Professional Services, and Support.
  • Share renewal risks, adoption health, and value evidence with Account Management for renewal planning.
  • Build feedback loops with Product, Professional Services, and Support.
  • Refine customer processes, tools, and playbooks.
  • Spot expansion opportunities and refer them to Account Management.
  • Support renewal and expansion discussions with customer context, stakeholder maps, and usage evidence; commercial negotiations remain with others.

Requirements

  • At least three years of experience in a hotel or venue, such as event management, operations, or sales and events.
  • Firsthand understanding of the day-to-day work of commercial and event teams.
  • Strong stakeholder management skills, from end users to senior decision-makers.
  • Experience helping a team adopt new tools or processes and adapt to change.
  • Organized, structured approach with reliable follow-through.
  • Professional fluency in English and at least one of German, French, or Spanish.
  • Customer Success, Account Management, or SaaS experience is an advantage.
  • Experience managing a portfolio of B2B accounts is an advantage.
  • Familiarity with Salesforce or another CRM platform is an advantage.
  • Experience in a scale-up or a newly established Customer Success function is an advantage.
  • Exposure to customer health scoring or tools such as Gainsight or ChurnZero is an advantage.
  • Knowledge of an additional European language is an advantage.

Benefits

  • Choice of Apple or Windows IT equipment.
  • Fully remote, remote-first working environment.
  • Monthly team meetings and annual company-wide events.
  • Flexible working arrangements that support work-life balance and fulfillment at work.
  • An international team with a global outlook.
  • Professional development through opportunities to learn about the product and customers.

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