Senior Customer Success Manager, EMEA

• Languages required: Business-fluent English and French (both hard requirements)

This is a senior, high-autonomy customer success role for someone who combines genuine hospitality expertise with the executive presence to be a trusted advisor to hotel leadership across EMEA. You'll own the full post-sales lifecycle for a portfolio of strategic accounts - onboarding, adoption, retention, and renewal - and act as the primary point of contact for complex, multi-stakeholder clients who expect a partner that understands their business as well as they do. If you're a credible, commercially sharp senior operator who thrives in a close-knit team and gets energised by helping hospitality businesses perform better, this is the role.

• You'll own the end-to-end post-sales customer lifecycle - onboarding, adoption, retention, and renewal - for an assigned portfolio of strategic EMEA accounts, with clear accountability.
• You'll act as a senior consultant on client revenue strategies, leveraging deep hospitality expertise to align Duetto's capabilities with complex, multi-stakeholder business needs - serving as the primary point of contact for strategic escalations and independently resolving complex client issues.
• You'll lead strategic business reviews and advanced product training sessions, using AI-assisted tools to deliver documented ROI, and use AI-assisted analytics to audit customer usage and market performance data, proactively identifying churn risks, growth opportunities, and upsell and cross-sell outcomes.
• You'll design tailored product adoption recommendations that address regional and segment market dynamics across EMEA, collaborating with Product, Sales, and Support to advocate for customer needs and influence the product roadmap.
• You'll mentor junior CSMs on best practices, revenue management principles, and AI-assisted CS tooling - contributing to a collaborative, high-performing EMEA Customer Success team.
• You'll maintain accurate account records in Salesforce using automated activity capture and AI-assisted reporting, keeping full visibility of portfolio health across the team and leadership.

• Location: Spain, UK, France or Germany (Remote)

You may be a good fit if you have:

• A hospitality background - revenue management experience is strongly preferred
• A proven track record in a senior customer-facing role - Customer Success, Account Management, or Consulting - with demonstrated ability to manage enterprise accounts and executive-level stakeholders with confidence and credibility
• Business-fluent English and French - both are hard requirements for this role
• Proficiency with Salesforce, Tableau (or equivalent), and AI-assisted tools for analysis, reporting, and client communication
• The ability to ramp quickly, tell complex stories clearly, and handle difficult client conversations professionally while driving upsell and renewal outcomes
• SaaS experience - candidates with as little as 2 years in SaaS will be considered if they bring strong hospitality and enterprise account experience

Strong candidates may also have:

• Deep fluency in hotel KPIs - RevPAR, ADR, RGI, ARI, MPI - and hotel total profitability frameworks including GOP, GOPPAR, and flow-through analysis
• Knowledge of EMEA hospitality market dynamics across key regions
• Experience with Gainsight, Salesforce Einstein, or Gong
• Additional European language skills beyond English and French

• Your hospitality expertise is the job. This isn't a generic CSM role where domain knowledge is a nice-to-have - your understanding of how hotels think about revenue, profitability, and commercial performance is what makes you credible and effective from day one.
• AI handles the admin; you own the relationship. As AI-assisted tools absorb data analysis, reporting, and Salesforce automation, the premium shifts entirely to the human skills - active listening, executive presence, storytelling, and negotiation. That's where this role operates.
• A close-knit team that takes culture seriously. The EMEA CS team is collaborative and high-performing - this is a backfill of a valued team member, and the team dynamic is something we're genuinely protective of.
• Real commercial ownership. You'll have independent authority over customer strategy decisions, on-site visits, and internal escalations - with clear retention and NRR metrics that make success visible and measurable.