Customer Success Team Lead

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 44,500 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the Customer Success Team Lead...

As a Customer Success Team Lead at SiteMinder, you will play a pivotal role in driving customer retention, growth, and satisfaction. You will lead a team of customer success consultants, managing pipeline, case allocation and call quality. You will coach and mentor consultants to deliver exceptional customer experiences while reaching business KPIs.

What you'll do...

• Team Leadership and Development: Provide ongoing coaching, training, and performance management to develop team members’ skills and career growth.

• Case and pipeline management: Manage case allocation and pipeline and ensure delivery of SLAs across the the team. Be flexible to pick up cases yourself if required. 

• Performance Management: Coach the team to meet performance metrics and goals while constantly monitoring quality and coaching the team for continuous improvement

• Product Expertise: Become a subject matter expert in our hotel software. Train and empower the team to effectively guide customers on product optimization and maximize its value.

• KPI achievement: Be accountable to team KPIs related to customer product adoption and revenue expansion. 

What you have...

• Minimum 2 years of experience as customer success consultant, account manager or upsell sales lead 

• Team lead experience preferred but open to candidates who have strong experience and want to step into team leadership 

• Excellent communication and interpersonal skills

• Experience in the hotel industry or travel tech (preferred)

• Fluent English required, bonus points for Spanish, German, French, Italian, Thai, Vietnamese, Bahasa, Portuguese or Mandarin. 

Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.