Position: Head of Customer Success and Implementation
Location: [City, Country/Remote]
Type: Full-Time
Job Overview:
Bnberry is a pioneering technology company in the hospitality industry, dedicated to bridging the gap between traditional hotels and short-term rental platforms through innovative solutions. We are in search of an experienced and strategic Head of Customer Success and Implementation to lead our efforts in maximizing client satisfaction and ensuring the seamless onboarding of our partners.
The primary mission of this role is to drive more revenue and bookings by accelerating client onboarding and elevating customer success performance. This leader owns the full customer lifecycle—from rapid, high-quality implementations to long-term account growth—and ensures clients adopt our solutions quickly, stay engaged, and scale revenue through expanded usage and renewals.
You will oversee a team of Account Managers and Onboarding Specialists, shaping a customer journey that maximizes activation speed, client value, and sustained revenue growth. You’ll be responsible for onboarding efficiency, customer performance, retention, and upsell outcomes for a fast-growing portfolio of hotel clients.
Experience in hotel tech or hospitality, along with managing large, fast-paced account portfolios, is a major plus.
Key Responsibilities:
- Leadership & Team Management
- Lead and develop a combined team of Account Managers and Onboarding Specialists with a focus on driving revenue impact and faster client activation.
- Provide coaching, mentorship, structured feedback, and performance reviews.
- Manage capacity planning, account distribution, and resource prioritization across high-volume portfolios.
- Foster a culture of ownership, proactive communication, and revenue-driving execution.
- Client Onboarding & Implementation
- Own the full onboarding program with the explicit goal of fast, high-quality go-lives that accelerate revenue and bookings for both the company and hotel clients.
- Build and optimize onboarding playbooks, timelines, templates, and communication flows that shorten time-to-value.
- Work cross-functionally with Product, Engineering, and Operations to remove implementation barriers quickly.
- Ensure smooth handoff from Sales → Onboarding → Customer Success to protect revenue flow and client activation.
- Customer Success & Performance Management
- Oversee client performance outcomes, ensuring hotels achieve measurable improvements in bookings, revenue, product adoption, and satisfaction.
- Build deep, strategic relationships with senior stakeholders across multi-property hotel groups.
- Identify at-risk accounts early and lead the team in executing corrective action plans that protect revenue.
- Use data-driven insights to improve performance, usage, and revenue impact across the portfolio.
- Revenue, Renewals & Expansion
- Own retention, renewal strategy, and multi-property contract expansions with a focus on increasing recurring revenue and maximizing lifetime value.
- Negotiate rates, extensions, and upsell/cross-sell opportunities tied to performance growth.
- Monitor account health to uncover revenue signals and expansion triggers.
- Forecast renewal and upsell revenue, providing accurate insights to the Board.
- Client Engagement & Communication
- Develop and execute customer engagement campaigns that drive higher adoption, increased bookings, and greater long-term stickiness.
- Oversee strategic, data-driven QBRs that highlight revenue impact, performance trends, and new growth opportunities.
- Build communication frameworks, newsletters, update cycles, and proactive outreach that keep clients informed and engaged.
- Operational Excellence
- Design and refine scalable processes for onboarding and customer success that accelerate revenue realization.
- Develop dashboards, reporting, and KPIs that tie directly to revenue, bookings, onboarding speed, and customer growth.
- Collaborate with Sales, Support, Product, and Marketing to align customer goals with company revenue targets.
- Lead escalations and crisis management with a focus on stabilizing accounts and protecting revenue continuity.
