Senior Customer Success Manager
Job Description
Senior Customer Success Manager | Hospitality SaaS | Competitive Salary + Bonus Are you a customer success professional who thrives in fast-paced environments, genuinely loves the hospitality industry, and knows how to turn complex enterprise relationships into long-term partnerships? This could be the role you've been waiting for. The Company We're partnering with one of the most exciting and ambitious SaaS businesses operating in the global hospitality space. Their technology is trusted by hotels, restaurants, pubs, and institutional catering providers across the world and they're growing fast. This is a business where Customer Success isn't a support function; it's a core growth driver. The Role As Senior Customer Success Manager, you'll own a portfolio of high-value enterprise accounts and become a trusted advisor to some of the biggest names in hospitality. You'll work closely with Sales, Product, and leadership to protect and grow recurring revenue, drive product adoption, and ensure your customers are getting maximum value at every stage of their journey. Day to day you'll be: Managing enterprise account plans to drive retention and ARR growthRunning strategic business reviews and product adoption programmesIdentifying and progressing cross-sell and upsell opportunities alongside SalesMonitoring health and usage data to get ahead of risk and prevent churnActing as the voice of the customer internally to influence product directionSharing hospitality industry best practices across the CS teamWhat You'll Bring 3+ years in Customer Success within a SaaS environmentExperience working in or with the hospitality sector restaurants, hotels, bars, or pubsConfidence managing complex, multi-stakeholder enterprise accountsStrong commercial instinct you understand ARR, retention, and expansionThe ability to use data to tell a story, challenge assumptions, and guide decisionsExcellent communication and negotiation skillsSpanish or French language skills are a bonus, but not essentialWhy This Role? Work with globally recognised hospitality brands every day your restaurant and hotel experience will be genuinely valued, not just ticked off a listCompetitive base salary with an achievable, well-structured bonus schemeReal career progression in a scaling business where CS has a seat at the tableA multicultural, agile team with an employee-focused culture that walks the talkGenuine influence your feedback shapes the product roadmapIf you're ready to take your CS career to the next level in an industry you're passionate about, I'd love to hear from you.Bright Purple is an equal opportunities employer. We are proud to work with clients who share our values of equality and diversity in our industryTPBN1_UKTJ