Beyond is looking for a Senior Customer Success Manager, fluent in French and English, to join its growing Customer Success team in EMEA.
Beyond powers the business of short-term rentals with a Revenue Management System used by thousands of property managers and owners around the world. The company is profitable, growing fast and building with modern technologies, including AI, to help customers unlock more revenue with less effort.
Reporting to the Manager of Customer Success, EMEA, you will manage some of Beyond’s largest customers, including those with an outsourced revenue manager as part of the Guidance offering. This role is focused on delivering a white-glove customer experience and helping customers succeed, grow and remain long-lasting Beyond users.
Responsibilities:
- Drive customer adoption, retention and satisfaction for an assigned book of accounts;
- Provide analyses on booking trends and pricing performance for clients;
- Build strong customer relationships through a consultative approach;
- Become a trusted extension of customers’ teams by helping them drive value from Beyond;
- Train clients on revenue management basics and how to use the tool effectively to increase revenue;
- Help customers maximize revenue by reviewing booking data, charts and pricing decisions;
- Secure annual subscription renewals and identify expansion opportunities;
- Run regular meetings with key stakeholders to ensure customer goals are being met;
- Monitor and report on the health and risk of assigned accounts;
- Maintain a deep understanding of Beyond Pricing’s suite of products;
- Review Beyond’s algorithm performance in existing markets and make actionable recommendations based on data-driven insights;
- Partner closely with Revenue Management, Sales and Customer Experience teams;
- Help mentor junior members of the team;
- Act as the voice of the customer with the Product organization, sharing recurring feedback and ideas.
Profile:
- Deep customer empathy and motivation to help customers reach their goals;
- Enjoyment in working with people and delivering an excellent customer experience;
- Data-minded approach and ability to use data to support strategic decisions;
- Willingness to go above and beyond for teammates and customers;
- Highly analytical mindset, with the ability to interpret graphs, charts and performance data.
Qualifications:
- 3+ years of experience in customer success or revenue management;
- Experience managing renewal conversations independently;
- Fluency in English and French, with the ability to work directly with customers in both languages;
- Experience working with software or ability to learn a wide range of tools for data analysis;
- Comfort working with data sets in Excel;
- Exceptional verbal and written communication skills;
- Ability to communicate effectively at all levels;
- Experience supporting customers through presentations, trainings or day-to-day questions;
- Experience in SaaS, technology and/or the short-term rental industry is preferred;
- Fluency in any additional European language is a plus.
Recruitment process:
- Video conversation with someone from the Recruiting team;
- Meeting with the Manager of Customer Success, EMEA;
- Role-related assignment and presentation to key stakeholders;
- Meeting with the Director of Customer Experience;
- Final interview with the Chief Executive Officer.
Company values:
- We Care;
- We Are On the Same Team;
- We Inspire Trust;
- We Go Beyond;
- We Ship It;
- We’re Curious.
Benefits:
- Stock options;
- Unlimited PTO;
- Private health insurance;
- Additional benefits available through the company careers site.
Diversity, equity and inclusion:
Beyond is committed to building a workplace that attracts people of all genders, ethnicities, backgrounds, statuses and lifestyles. The company encourages every employee, partner and applicant to share their whole self and believes that a dynamic and diverse team is essential to helping short-term rental managers succeed.
Additional information:
Beyond asks candidates to review its AI policy at www.beyondpricing.com/about/careers#ai-policy.
Any communication regarding job openings, interviews and/or offers will come from the @beyondpricing.com email domain.
Please review Beyond’s GDPR Statement at app.tettra.co/teams/beyondpricing/pages/gdpr-ccpa-statements.