Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We’re profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. We believe people are the most important part of any business, starting with ours.

It's with that in mind that Beyond is looking to add a Manager of Customer Success to our growing EMEA team. Reporting to the Director of Customer Experience, EMEA this role will proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle. Retaining our customers is the key to actualizing Beyond’s aggressive growth plans. Managing, scaling, and improving Beyond’s Customer Experience department will ensure we uphold our commitment to providing a best-in-class customer experience.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Manager of Customer Success, you'll be responsible for: 

• Managing and building a team of Customer Success Associates, Customer Success Managers, and Support Specialists to empower them to provide above and beyond service to our customers
• Leading the day-to-day activities and performance of the Customer Experience team measured through team KPIs, company OKRs, and other performance metrics
• Managing client escalations and at-risk customers; monitor these clients along with the team to ensure the client continues to stay positively engaged
• Reporting to leadership on team performance on a weekly, monthly, and quarterly basis
• Continuously improving our retention processes and identifying/prioritizing systems/workflow enhancements that will create better retention outcomes
• Maintaining regularly scheduled 1:1 meetings with each team member and providing coaching and development feedback
• Managing team allocation to ensure each team member has a manageable workload and reallocate resources as necessary
• Assisting team with securing annual subscription renewals and uncovering expansion opportunities
• Training new Customer Experience Team members (with collaboration from the Global Manager of Support)
• Inspiring and unifying the team around our mission of helping property managers and hosts succeed with a positive experience using Beyond
• Ensuring internal and external integration & process documentation is up to date

So what kind of person are we looking for in this role? The person who will be successful in this role will be: 

• Motivated: You're a self-starter who is comfortable wearing multiple hats and thrives in a fast-paced environment. You must be nimble, highly collaborative, and able to think on your feet.
• Data-driven: You’re comfortable with data and leverage it to make strategic decisions.
• A great communicator: You communicate clearly and effectively with colleagues and customers alike.
• Enthusiastic: You’re enthusiastic about new products and features. You find fulfillment in creating the best possible experience for the customer.

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate: 

• 2 - 3  years of experience in managing a Customer Success/Account Managers’ team 
• Strategic & commercial mindset: ability to translate company goals (NRR/GRR, expansion, churn prevention) into team priorities, plays, and measurable outcomes
• Proven experience building and owning forecasts (renewals, churn risk, expansion pipeline), defining leading indicators, running weekly forecasting, and improving forecast accuracy 
• Team leadership & performance management. Experience leading and developing a team; ability to raise the bar through clear expectations, accountability, and repeatable team rituals
• Strong at aligning stakeholders, escalating effectively, and driving decisions in ambiguous environments
• Customer segmentation & planning: ability to design and iterate coverage models, customer segmentation approaches, and operating cadences that scale (books of business, capacity planning, role clarity)
• Metrics-driven leadership, strong grasp of CX metrics and how to operationalize them (NRR/GRR, churn, adoption, time-to-value, health scoring), with the ability to turn insights into actions and coaching
• Hands-on, customer-facing leadership; comfortable “getting into the trenches” with customers, joining critical calls, leading escalations, and partnering directly with CSMs/Implementation to unblock issues and protect renewals
• Availability to travel as needed for key customer meetings, onsite sessions, and team moments 
• Startup and Saas exposure is strongly preferred

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Interview with the Manager of Customer Experience, EMEA
• Meet with other members of our Customer Experience management team
• Meet with our Chief Executive Officer

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, We're Curious. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you. 

Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

AI Policy:

At Beyond, We Inspire Trust. In each other, in our process, and in the people we bring onto the team. As part of that commitment, we’re implementing clear guidelines around the use of AI in our recruitment processes. Please review the full policy here.

Any communication regarding job openings, interviews and/or offers will come from our @beyondpricing.com email domain

Please review our GDPR Statement here.