Teamlead Customer Success Management

Are you passionate about helping teams perform at their best? Do you enjoy combining people leadership, process improvement and customer success strategy? If so, we'd love to hear from you.

About Booking Experts

At Booking Experts, we're transforming the way hospitality businesses operate. Our all-in-one software platform helps holiday parks, campsites, hotels and accommodation providers manage reservations, automate processes and deliver exceptional guest experiences.

We work with hospitality businesses across Europe and continue to grow rapidly. Our mission is simple: to help hospitality entrepreneurs spend less time on administration and more time focusing on their guests.

As part of our team, you'll join a fast-growing SaaS company where innovation, ownership and customer success are at the heart of everything we do. You'll play a key role in shaping the future of our Customer Success organisation as we continue to scale internationally.

About the Role

As Teamlead Customer Success, you'll be responsible for leading, developing and growing our Customer Success team. You'll combine hands-on leadership with strategic thinking, ensuring that our Customer Success Managers consistently help customers achieve long-term success with Booking Experts.

You'll work closely with your team to improve customer outcomes, drive retention and build scalable processes that support our continued growth. By leveraging customer data, performance metrics and customer feedback, you'll help shape the future of our Customer Success strategy.

This is an opportunity to make a significant impact on both our customers and our organisation as we continue to expand across Europe.

What You'll Be Doing

• Leading, coaching and developing a team of Customer Success Managers.

• Creating a high-performance culture focused on customer outcomes and continuous improvement.

• Supporting team members in becoming trusted strategic advisors to their customers.

• Monitoring customer health, retention and satisfaction metrics.

• Defining, tracking and improving Customer Success KPIs.

• Identifying process inefficiencies and implementing scalable improvements.

• Developing playbooks, best practices and frameworks to support team consistency.

• Managing and supporting complex customer escalations when required.

• Collaborating with Product, Sales, Marketing and Support teams to improve the customer experience.

• Translating customer feedback and market insights into actionable recommendations.

• Contributing to the long-term strategy and growth of the Customer Success function.

About You

We're looking for an experienced leader who enjoys helping both customers and team members succeed.

You'll likely have:

• A higher education qualification or equivalent level of thinking and working.

• At least 3 years of experience in a leadership role within a SaaS, technology or hospitality-related business.

• Experience leading customer-facing teams such as Customer Success, Account Management or Support.

• Strong analytical skills and the ability to use data to drive decision-making.

• Experience defining, tracking and improving KPIs.

• A track record of improving processes and driving operational excellence.

• Excellent communication and stakeholder management skills.

• The ability to balance strategic thinking with day-to-day execution.

What You'll Bring

You're an inspiring leader who knows how to develop people while maintaining a strong focus on results. You enjoy solving complex challenges, building scalable processes and helping teams reach their full potential.

You combine commercial awareness with a customer-first mindset and are comfortable working across multiple departments. Most importantly, you're excited about helping shape the future of Customer Success within a growing international SaaS company.

What We Offer

• A competitive salary based on your experience.

• Annual salary reviews.

• A 10% salary increase after your first year.

• Hybrid working opportunities.

• 25 days of annual leave.

• The opportunity to play a key role in scaling our Customer Success organisation.

• Access to our Learning Management System (LMS), internal training and ongoing development opportunities.

• The opportunity to make a real impact in a growing international SaaS company.

The Hiring Process

Apply

Submit your application and tell us a bit about yourself.

Initial Review

We'll review your application and get back to you within five working days.

First Interview

Meet the team and learn more about Booking Experts and the role.

Second Interview

A deeper conversation about your leadership experience, customer success approach and vision for building high-performing teams.

Offer

If it's a great match on both sides, we'll be delighted to welcome you to Booking Experts