Director of Customer Success - US (remote) - SaaS Hotel Tech

at  MeetingPackage

At MeetingPackage, our vision is to make group bookings (read; +9 bedrooms) , meeting rooms, and event spaces accessible to everyone. We automate the manual booking process to make it faster, more efficient, and delightful. Four years in a row, hoteliers around the globe have ranked MeetingPackage as the best venue-booking software in the industry-standard Hotel Tech Awards. We have secured a $4.6 million Series A round and are now in an exciting phase of expanding into the North American market. We’re recruiting our core team members to the US and seeking an experienced Director of Customer Success to lead our expansion in the US market and support our global growth targets of 200 % in 2024!
As our first Director of Customer Success in the US market, you are responsible for ensuring the execution of the customer journey and delivery of a customer experience at each point after the onboarding journey. In the beginning, this is an individual contributor role, and later, you can build and lead a local team of Customer Success through the expansion of the local customers. In the beginning, you would report to our CEO and founder, Joonas Ahola. You will work closely, especially with the Director of CS in Europe. Talking about our team, we’re a small, diverse, and friendly team of 40+ professionals and 20+ nationalities spread across the globe. We believe that embracing diversity and giving ownership to individuals leads to success. We trust team members to make the best decisions. We spend time together and organize offsite events at least once a year, most recently in Malaga, Spain.

In this role, you will

• develop, implement, and lead the day-to-day execution of a customer success strategy in the US market to drive our customer satisfaction, retention, and growth.
• closely collaborate internally with our product & engineering, sales, marketing, and customer success teams to ensure seamless implementation for our customers.
• establish and maintain strong relationships with key customers, serving as our customers’ primary point of contact.
• run regular business reviews with clients to identify opportunities for upsell, cross-sell, and overall account growth.
• implement and create scalable customer success processes, including customer onboarding, training, and ongoing support.
• act as the voice of the customer at MeetingPackage, and drive new product suggestions and ideas.
• responsible for the reporting and forecasting of the CS in the US market in CS e.g. customer churn.
• be proactive and follow hospitality tech industry trends to identify new partnership opportunities.
• represent MeetingPackage at hospitality industry events, conferences, and networking opportunities in the US.
• help our expansion in the US market.

You’ll feel at home if you

• have strong and proven experience in customer success within the US market’s hotel technology industry.
• have a strong understanding of the hospitality tech sector and the challenges the customers face.
• have excellent negotiation, communication, and interpersonal skills. Able to build and maintain strong relationships with our clients and with your colleagues at MeetingPackage.
• prefer a role where you can take your own initiative to create your role in the new markets as the only expert.
• enjoy working with people in a diverse environment where ownership, trust, and collaboration are expected from everyone.
• able to travel as needed (US-Europe). We invite you to join two weeks of onboarding at our HQ in Espoo, Finland
• are based on the US East Coast (GMT-5 or GMT-6).
• communicate fluently in English.

Why now is a great time to join?

• You will be our first Customer Success Director in the US. You impact creating your role and our Customer Success Strategy in the US market.
• We’re on the move. We have enough capital to fuel our growth and are willing to find only the knowledgeable people to build a company everybody enjoys working at.
• You’re joining a team, not just a company. Together, we celebrate, brainstorm and innovate.
• The industry is evolving. Hotels and venues have been manually working on bookings for a long time. We’re helping our customers – and the industry – to take meeting and event booking online. As our COO Mika keeps reminding us: If something can go online, it will go online.
• You’re in good care. We offer compensation that includes a monthly salary bonus and local benefits.

About MeetingPackage
We are a software company that allows hotels and event venues to sell, operate, and manage their Meetings & Events spaces. MeetingPackage improves the Meetings & Events booking process for meeting planners and event venues. We integrate with venues’ existing Property Management, Sales & Catering, and back-office solutions while delivering products to all customer-facing channels. Products include Venue & Sales Management Software, an online Booking Engine, and a Meetings & Events specific Channel Manager. Our ambition is to provide more than 1b USD of annual revenues to our venue partners by the end of 2025.
Please note that we don’t accept unsolicited CVs from recruitment agencies or individuals not having ongoing collaboration with MeetingPackage .
MeetingPackage
Espoo
Kokopäiväinen
Julkaistu 24.02.202

• develop, implement, and lead the day-to-day execution of a customer success strategy in the US market to drive our customer satisfaction, retention, and growth.
• closely collaborate internally with our product & engineering, sales, marketing, and customer success teams to ensure seamless implementation for our customers.
• establish and maintain strong relationships with key customers, serving as our customers’ primary point of contact.
• run regular business reviews with clients to identify opportunities for upsell, cross-sell, and overall account growth.
• implement and create scalable customer success processes, including customer onboarding, training, and ongoing support.
• act as the voice of the customer at MeetingPackage, and drive new product suggestions and ideas.
• responsible for the reporting and forecasting of the CS in the US market in CS e.g. customer churn.
• be proactive and follow hospitality tech industry trends to identify new partnership opportunities.
• represent MeetingPackage at hospitality industry events, conferences, and networking opportunities in the US.
• help our expansion in the US market