Lead Customer Success

About Giggle Tips

At GiggleTips, we connect hosts and guests through unique experiences and makes visible what really matters to travelers. We leverage cutting-edge technology and redefine the hospitality industry by focusing on what truly enriches travel experiences—authentic and personalized encounters. Over the past four years, GiggleTips has been supporting over 1000 hotel customers across Europe, including Germany, Austria, Switzerland, and Northern Italy. With over 50,000 experiences catalogue, our innovative platform helps hotels stand out by focusing on the emotional and personal aspects of guest interaction, rather than just the physical amenities

About the position

As we gear up for an exciting phase of international expansion, we're looking for a visionary Lead Customer Success to help us scale and enhance our customer engagement strategies. This person will lead the way by: 

• Very hands-on personality to manage & support existing accounts in their total customer lifetime from onboarding over scaling (Expansion) to churn-prevention.
• Expansion and Retention - Customer Lifetime means the world to you.
• Onboarding: Spearhead customer onboarding initiatives, refining processes for seamless transitions and top-notch experiences.
• Driving Innovation: Lead efforts to innovate and scale customer success operations, positioning us for growth in new markets while maintaining robust and scalable processes.
• Team Collaboration: Foster collaboration within micro teams, ensuring global consistency in customer engagement standards and alignment with organizational goals across departments.
• Strategic Leadership: Provide valuable input to strategic discussions, influencing decisions that impact customer success and overall company growth.

Experience  

• Minimum 5-10 years in customer success or related roles within the SaaS or hospitality industry, with a proven track record of managing and scaling customer success operations.
• Very hands on execution abilities while change into a new CLV processes.
• Strategic thinking while managing customer success from a global perspective, capable of planning and executing initiatives that enhance our customer engagement and retention.
• Exceptional ability to communicate and foster positive business relationships.
• Native German language skills are a must.
• 100% reliable and number driven.
• Hands-on experience while working with cross-functional teams.

Compensation and Perks 

• A competitive salary package, bonus opportunities, and substantial equity options.
• Remote working with a monthly visit to Innsbruck office. 
• Diverse, inclusive, and vibrant team that values creativity and innovation.
• We are in the dynamic growth phase where you can participate in an ambitious expansion journey as we explore new markets and build new capabilities.
  
  
    #li-remote