Customer Success Manager; Mid-Market

Are you passionate about building relationships, delivering customer value, and growing together with your clients? This opportunity is for you! 💡

The Customer Success Manager (CSM) works in a consultative capacity with mid-market customers to understand their operational needs and evolving business objectives. By recommending and introducing new functionalities or products, the CSM ensures customers maximize the value of Mapal’s solutions and achieve ongoing operational success.

The primary objective of this role is to manage and grow a portfolio of mid-market customers, building trusted relationships at scale while driving retention, adoption, and revenue growth 📈🤝

👤 Line Manager: Snr. CSM & Team Lead / Head of Customer Success UK

The Customer Success Manager (CSM) works in a consultative capacity with mid-market customers to understand their operational requirements and evolving business objectives. By recommending and introducing new functionality or products, the CSM ensures customers maximize value from Mapal’s solutions and achieve ongoing operational success. The primary objective of this role is to manage and grow a portfolio of mid-market customers, building trusted partnerships at scale while driving retention, adoption, and revenue growth.

• Manage a defined portfolio of mid-market customers, executing account plans to drive retention and product adoption.
• Protect and grow recurring revenue by managing controllable attrition and maintaining ARR across the portfolio.
• Understand customer goals, growth plans, and key stakeholders to identify cross-sell and upsell opportunities in partnership with Sales.
• Maintain detailed and accurate account records within the CRM system (Planhat).
• Drive scalable success motions such as QBRs, enablement sessions, and product adoption initiatives.
• Contribute to the identification and sharing of hospitality industry best practices.
• Act as a trusted advisor, ensuring a consistent and positive customer experience across the customer lifecycle.
• Monitor health and usage data to identify risks, trigger proactive actions, and prevent churn.
• Deliver scalable programs, best practices, and product updates to maximise adoption and engagement.

• Fluent in English (Spanish & French is beneficial).
• Minimum of 2 years’ experience working in Customer Success, Account management or sales.
• Ability to identify problems and opportunities as well as offer or implement actions and solutions.
• Proven ability to effectively manage work across teams and disciplines
• An ability to influence others through effective communication and negotiations.
• Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.
• Excellent oral and written communication skills.
• Excellent personal organization skills and attention to detail.
• Strong people skills. Ability to work well with a diverse multi-cultural environment; willingness to work flexible hours when required.
• Ability to work independently or as part of a team and ability to take direction is a must.
• Exceptional communicator who teaches best practices, articulates value, and reframes problems.
• Comfortable in a fast-paced, changing environment.
• Tailors messages, uncovers needs, and challenges assumptions with data and insight.
• Confident in objection handling, negotiation, and guiding customers to impactful decisions.
• Adaptable, organised, and effective in fast-paced environments.
• Analytical and insight-driven, using data to trigger actions and identify growth opportunities.
• Curious, growth-minded, and proactive in learning and sharing knowledge.
• Resilient, solution-focused, and committed to scalable success.

Mapal Group offers competitive salaries, achievable incentive bonuses, career advancement opportunities, and a unique employee-focused culture that is inclusive and committed to providing equal opportunities for everyone.

At Mapal Group, you’ll find a fast-paced, agile, and multicultural environment where we move quickly to meet—and exceed—the needs of hospitality providers across the globe. Our passion for customer service and innovation is driving us to become the market leader in hospitality solutions for hotels, pubs, restaurants, and institutional catering.

✨If you’re motivated to work in a dynamic environment with real impact on our customers’ businesses, apply now!✨