Customer Success Manager

Company Overview

Otamiser is a leading SaaS provider specializing in listing optimization on OTAs for the hospitality industry. We are committed to delivering innovative solutions that empower our clients to maximize their property listings ranking, visibility, and bookings on major OTAs. Our team is dedicated to fostering a collaborative and supportive environment where every member can thrive.

Position Overview

We are seeking a proactive and customer-centric Customer Success Manager for our recently established Customer Success team. Reporting directly to the Senior Manager of Customer Success, the CSM will be responsible for guiding new and existing customers through successful onboarding, adoption, and long-term value realization across our suite of products. 

Key Responsibilities:

• Customer Onboarding & Consultative Implementation

  • Lead new clients through a structured and strategic onboarding process, ensuring not just a smooth transition but a deep understanding of how to leverage our solutions for maximum impact.

  • Act as a consultant from day one—analyzing customer needs, advising on listing optimization, and guiding them on how to achieve stronger performance across their portfolio.

  • Educate customers on key features, tools, and optimization strategies so they can confidently and effectively use the platform to reach their goals.

• Customer Relationship Management & Ongoing Advisory

  • Build trusted, long-term relationships with clients by positioning yourself as a knowledgeable advisor who provides continuous guidance, insights, and strategic recommendations.

  • Serve as the primary point of contact, identifying areas for improvement, and advising on new tactics or adjustments to enhance results.

  • Deliver outreach, training, and tailored recommendations when launching new features or functionality to ensure strong adoption and continued customer success.

  • Work collaboratively with clients to drive renewals by demonstrating value, aligning solutions with their evolving needs, and showcasing performance improvements driven by your consultative support.

• Customer Growth & Expansion Strategy

  • Identify and pursue expansion opportunities by assessing customer portfolios and advising on how additional products, features, or properties can elevate their performance.

  • Guide customers through strategic growth discussions—presenting data-driven insights and helping them understand where expanding their usage of the product can bring measurable benefits.

  • Proactively spot upsell moments by continuously analyzing performance trends, customer behavior, and business goals, turning insights into actionable recommendations.

• Customer Advocacy & Product Feedback

  • Escalate product bugs or feature requests on behalf of customers.

  • Feedback Loop: Serve as the voice of the customer by collecting feedback and collaborating with internal teams to drive continuous improvement in our products and services.​

  • Participate in beta programs, user testing and roadmap discussions.

• Internal Collaboration & Process Building

  • Assist in onboarding and customer success materials.

  • Maintain accurate account details and activity logs in the CRM system.

  • Contribute to internal processes that enhance efficiency and customer experience.

  • Identify potential challenges and address them proactively, providing solutions and recommendations to enhance the customer experience.​

• Work Hours: 3-4 days per week will require 12:00 to 21:00 shift (CET)(depending upon demand).

Qualifications:

• Experience: Minimum of 2 years in customer success, account management or related roles within the SaaS industry.

• Communication Skills: Excellent verbal and written communication abilities. Capable of setting realistic timelines and outcomes through transparent communication, ensuring alignment and trust with customers.

• Consultative Role: Ability to provide tailored, data-driven advice and guidance, adapting to customer needs to help them optimize performance.

• Expansion / Upsells: Skilled at identifying growth opportunities and effectively positioning additional products or properties that deliver clear value.

• Data Analysis: experience with data-driven decision making and success metrics.

• Proactive: speaks up about issues early and takes initiative to improve processes, rather than waiting to be directed.

• Organized: manages time effectively and structures their work independently. 

• Multitasking: comfortable handling multiple tasks, projects, and customer requests simultaneously while maintaining high quality.

• Adaptability & flexibility: thrives in a fast-changing environment and quickly adjusts to new priorities, tools, or projects.

What We Offer

💰 Employment contract of unlimited duration with a competitive salary package. 🌱 Scope for growth and personal development. 🌎 A start-up on the verge of international growth. ⏳ Flexible working hours. 💻 A remote work model.