Customer Success Specialist

Customer Success Support SpecialistLocation: Remote (Europe – Ireland, UK, or nearby time zones)

Working Hours: Full-time, aligned to Central US Time, with required coverage 6–10 PM UK/IRL timeContract: Permanent

Reports to: Customer Success Lead

Ideal Start Date: March 2026

About Hubli

Hubli (formerly Meetingsbooker) is a fast-growing hotel and meetings technology company trusted by global enterprises including Pfizer, McKinsey, BP, and many more. Our platform helps organisations streamline their meeting and accommodation bookings, consolidate spend, and improve compliance—all while giving employees a seamless, intuitive booking experience.

We’re scaling rapidly across North America and Europe, and our Customer Success team plays a central role in delivering the responsiveness, reliability, and operational excellence our clients expect. If you want to join a high‑growth tech company where your work directly shapes client satisfaction and internal strategy, Hubli offers the perfect environment.

Working Hours & Flexibility

This role is ideal for someone seeking a flexible working arrangement with a clear structure and meaningful autonomy. The essential requirement is consistent coverage of US client support between 6 PM and 10 PM UK / IRL time, Monday to Friday. These hours are critical for real-time issue resolution, urgent escalations, and proactive communication with our enterprise clients.

The remaining weekly hours are worked on a pre‑agreed schedule, typically overlapping with our Dublin head office team between 9 AM and 5 PM UK/Irish time for collaboration, reporting, and internal alignment.

As trust and reliability are established, you’ll gain increasing freedom to structure your balancing client commitments and those that prefer a non‑traditional workday while still contributing meaningfully to a high‑impact role.

About the Role

We’re hiring a Customer Success Support Specialist to strengthen our customer operations and support the Onboarding Manager as we scale. This is a newly created role designed to reduce dependency on a single team member and ensure our enterprise clients receive responsive, high‑quality support across time zones.

You’ll be the operational backbone of the Customer Success function, supporting onboarding, managing documentation, producing reporting and insights, and facilitating contract workflows. You’ll work closely with Senior CSMs, US‑based clients, hotel partners, and internal teams to ensure smooth service delivery and consistent client satisfaction.

This role suits someone who thrives in a dynamic environment, enjoys problem‑solving, and is comfortable working independently.

Key ResponsibilitiesCustomer Onboarding & Support

• Support new client onboarding from late implementation through hyper‑care.
• Assist US‑based clients with platform setup, workflows, and best practices.
• Act as the day‑to‑day point of contact for assigned clients, with the Onboarding Manager as escalation.
• Provide support between 6 PM and 10 PM UK for US customers

Client Enablement & Documentation

• Create and maintain client-facing guides, FAQs, training packs, and operational procedures.
• Tailor onboarding materials to match client policies and internal processes.
• Support contract workflows, approvals, and amendments using DocuSign.
• Maintain organised, accurate records of contracts, guides, and onboarding assets.

Customer Success & Adoption

• Track client usage and engagement, identifying trends, risks, or opportunities.
• Support structured client check-ins and success reviews.
• Help drive adoption initiatives that improve customer satisfaction and retention.

Reporting & Insights

• Produce monthly reports and quarterly business reviews (QBRs).
• Build bespoke dashboards and client reports using Power BI and Excel.
• Translate data into clear, actionable insights for clients and internal stakeholders.
• Ensure reporting accuracy and alignment with client expectations.

Issue Resolution & Internal Coordination

• Log, track, and help resolve client issues related to bookings, suppliers, billing, or system usage.
• Collaborate with internal teams including operations, product, finance, and support.
• Manage urgent contract issues and hotel escalations with professionalism and clarity.

Role Challenges

This role is rewarding, but it’s not for everyone. The right candidate will be energised—not intimidated—by the following:

• US Time Zone - responsiveness: You must be available between 6 PM and 10 PM UK time for urgent client issues and escalations.
• High-pressure interactions: You’ll work with demanding enterprise clients and hotel partners who expect fast, proactive communication.
• Autonomous working: You’ll often operate independently, requiring strong self-management and reliability.
• Unpredictable workload: Urgent issues can arise without warning, requiring flexibility and the ability to pivot quickly.
• Complex operational understanding: You’ll need to grasp hotel industry dynamics, contract terms, and client-specific processes to resolve issues effectively.

For the right person, these challenges translate into autonomy, trust, and meaningful impact.

Skills & Experience

• Strong Prior experience in customer support, account coordination, operations, or client services in a corporate environment
• Strong written communication skills, with the ability to create clear documentation and reports
• Comfortable working with data and reporting tools (e.g. Power BI, Excel, dashboards)
• High attention to detail and strong organisational skills
• Confident using digital tools including CRM systems with an emphasis on DocuSign experience
• Excellent Client service experience with a proactive, assertive communication style. With a professional interpersonal style.

Nice to Have

• Hotel industry background (e.g., pricing managers, duty managers, hotel operations roles).
• Experience in corporate travel, meetings & events, or travel technology.
• Exposure to dashboards, reporting, or performance metrics.

What We Offer

• Competitive salary.
• Structured onboarding and training, including reporting tools.
• Mentorship from experienced Customer Success Managers.
• Fully remote working with flexible hours.
• Clear progression path into Customer Success Manager or Senior CSM roles.
• Autonomy, trust-based management, and the chance to shape how we scale.

Why Join Us?

This role gives you the chance to work with major enterprise clients on high-impact projects while enjoying the flexibility of remote work and a supportive team environment. You’ll gain hands-on experience across onboarding, reporting, documentation, and client operations—building a strong foundation for a long-term career in Customer Success.

If you want a role where your work truly matters, where you’re trusted to take ownership, and where you can grow quickly, we’d love to meet you.

We are committed to an inclusive workplace where everyone is valued. We welcome applicants from all backgrounds and do not discriminate on any protected grounds under Irish law. If you need reasonable accommodations during the recruitment process, please let us know.