Key Skills

Job Description

Customer Success Manager Location: Utrecht (one minute from Utrecht Centraal), hybrid Hours: 40 hours per week, occasionally evening/weekend hours Level: 2-3 experience About Us Do you think it is weird to stand in line at the front desk of a hotel only to ask a simple question? Runnr.ai, based in the heart of Utrecht (just a minute’s walk from the central station), is a hospitality technology AI startup revolutionizing guest communication for hotels. We use the latest in AI technology to provide seamless, automated customer service solutions via WhatsApp and other channels. Our team is a passionate group of data-driven and hospitality professionals with experience at top tech companies like Booking.com and Catawiki. We’re on an exciting journey, and we want you to join us! Job Purpose We’re looking for a Customer Success Manager to help onboard accommodations from all over the world onto our platform. You will be at the forefront of our customer relationships, collecting product feedback and ensuring they have an exceptional experience from day one. You will work closely with our sales, marketing, and product teams, playing a key role in shaping the customer experience. If you love starting new projects, building things from scratch, and ensuring happy customers, you will fit right in! Key Responsibilities and Duties Owning customer health, proactively identifying risks and executing recovery actions to maintain high renewal rates. Building strong, lasting relationships with customers, ensuring their continued satisfaction and loyalty to our product. Onboarding of new hotels, ensuring a smooth transition and positive initial experience. You will be talking to General Managers, Frontdesk Employees and everyone in between. Efficiently managing hotel inquiries, providing timely and effective solutions. Maintaining (and supporting accommodations to maintain) the knowledge base of accommodations that feeds the AI with information. Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements. Collaborating closely with the marketing to identify case study, testimonial, and reference opportunities. Own renewal conversions end-to-end and carry a gross renewal rate target. Carry an expansion target - additional properties and product tiers - and grow net revenue retention. Must haves You have prior experience in customer success or account management roles in a SaaS or technology environment (2-3y). You have carried revenue-based targets in the past. Fluency in English and Dutch. Strong communication, problem-solving, and organizational skills. Understanding of how Large Language Models work (for example ChatGPT). Experience with CRM tools (we use Hubspot) Demonstrated adaptability in a fast-paced work environment. Nice to haves Fluency in Spanish Experience with working in a hotel, hotel tech or a hotel related education is a big bonus. At Runnr.ai, our core focus is delivering great guest experiences at scalex which leads to high value for hotels. We value teamwork, view failures and successes as shared experiences, and promote equal contributions from every team member. Feedback is vital for continuous growth. Our transparent communication, agility, and ambition drive us to excel. We are committed to promoting a culture of diversity and inclusion. We enthusiastically encourage individuals from diverse backgrounds who may have reservations about applying, to come forward and submit their applications. We look forward to the opportunity to get to know each other better!

Core Responsibilities

The Customer Success Manager will own customer health, manage renewals, and drive expansion targets while onboarding new accommodations. They will also collaborate with product and marketing teams to provide feedback and identify growth opportunities.

Requirements

Candidates must have 2-3 years of experience in customer success or account management within a SaaS or technology environment. Fluency in both English and Dutch is required, along with experience managing revenue-based targets.