Thynk.Cloud
Thynk.Cloud
Thynk.Cloud dezvoltă software de management pentru sectorul ospitalității pe platforma Salesforce, reunind într-un set integrat de instrumente gestionarea grupurilor și evenimentelor, datele de vânzări și analiza acestora pentru hoteluri și afaceri din domeniul ospitalității. Înființată în 2019, compania funcționează ca o echipă globală orientată în primul rând spre lucrul la distanță și își extinde platforma pentru piața internațională a ospitalității. Activitatea sa se concentrează pe sprijinirea echipelor din domeniu pentru a coordona vânzările și operațiunile și pentru a valorifica mai bine datele afacerii.

Customer Success Manager, Europe (Remote) — Thynk.Cloud

Guide Thynk.Cloud hospitality customers across Europe from product adoption through renewal readiness. Manage account health, customer feedback, training, and value realization.

Descriere

  • Lead the post-implementation customer journey from adoption to renewal readiness
  • Build customer relationships and improve satisfaction, retention, and value delivered
  • Coordinate adoption and outcomes with customer teams across IT, marketing, sales, and operations
  • Manage a portfolio of accounts, grow adoption, flag risks, and head off churn and escalations
  • Create and deliver success plans for priority customers
  • Set a regular engagement schedule, including check-ins and annual business review preparation
  • Track product adoption, support patterns, and customer sentiment
  • Keep customer records up to date in Salesforce and Thynk Drive
  • Run NPS surveys, review results, and coordinate follow-up
  • Arrange customer training, webinars, targeted updates, community activities, events, and roundtables
  • Run the Red Account program and coordinate issue resolution with Product, Professional Services, and Support
  • Share renewal risks, adoption health, and customer value insights with Account Management for renewal planning
  • Gather and share customer feedback 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 data, while leaving commercial discussions to others
  • Work closely with Account Management, Professional Services, Product, Support, Sales, and SalesOps

Cerințe

  • At least three years of experience in a hotel or venue, such as event management, operations, or sales and events
  • Practical understanding of the day-to-day work of commercial and event teams
  • Able to manage stakeholders ranging from end users to senior decision-makers
  • Experience helping a team adopt new tools or processes
  • Organized, methodical approach with reliable follow-through
  • Professional fluency in English and at least one of German, French, or Spanish
  • Experience in customer success, account management, or SaaS 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 a third European language is an advantage

Beneficii

  • Choice of Apple or Windows IT equipment
  • Fully remote work
  • Monthly team meetings
  • Annual team events
  • Work-life balance
  • Consideration of requests that support fulfillment at work
  • International, collaborative, remote-first environment

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