Customer Success Manager; French & Italian or Spanish Speaker

Overview

Department:
Customer Success

Location:

On-site (Lisbon)

Contract Type:
Full-time (Permanent)

Language Requirement:
Fluent French & Italian or Spanish (native speaker)

Room Raccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝

As a Customer Success Manager (CSM), you will be at the heart of Room Raccoon’s mission - helping our hotel partners achieve maximum value from our solutions while identifying growth opportunities. You will be the trusted advisor and commercial partner to a portfolio of market-speaking hoteliers, supporting them through strategic consultation, product education, and data-driven upsell initiatives.

• Customer Success & Strategic Account Management
  • Serve as the main point of contact for a portfolio of hotel clients, ensuring their success throughout the customer lifecycle.
  • Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals.
  • Deliver product training and strategic workshops that empower hoteliers to optimise operations using Room Raccoon.
  • Collaborate cross-functionally with Sales, Implementation, Product, and Support to ensure a seamless customer journey.
• Commercial Growth & Upselling
  • Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals.
  • Proactively identify opportunities within your portfolio for tier upgrades or product add-ons (e.g., Payments, Rev Plus or other modules or features).
  • Present and demo product add-ons and new features in a consultative, value-driven manner.
  • Track account health, engagement metrics, and usage data to uncover untapped revenue potential.
• Retention & Risk Mitigation
  • Monitor customer satisfaction, usage trends, and feedback to detect risks of churn early.
  • Develop and execute proactive retention strategies to address pain points before they escalate.
  • Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions.

• You are: Native or fluent in French & Italian or Spanish, with professional proficiency in English.
• Experience: Experienced in Customer Success, Account Management with a minimum of 2+ years of experience in a similar client-facing role in SaaS or tech-enabled services.
• Communication: A strong communicator with excellent interpersonal skills; confident in leading conversations with stakeholders at all levels.
• Commercial mindset: Comfortable identifying and driving commercial opportunities within existing accounts.
• Self-starter: A self-starter who thrives in a fast-paced, tech-driven environment.
• Organised: Organised, detail-oriented, and capable of juggling multiple priorities under pressure.
• Empathetic: Empathetic and customer-obsessed, with a proactive mindset and a bias for action.

• Experience in the hospitality industry or a SaaS/B2B tech environment is highly advantageous.
• Familiarity with tools like Freshdesk or other CRM/ticketing platforms.
• Knowledge of the hotel tech ecosystem (PMS, channel managers, payment solutions, booking engine, housekeeping, etc.).

• Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.
• Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
• Opportunity to grow into senior roles as we scale across markets and expand our product suite.
• Regular team events, international exposure, and access to cutting-edge hospitality software.

• Mac environment
• Performance bonuses
• Employee Equity Scheme
• Annual training…