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the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. Were a fast-growing global startup thats transforming how the industry works from guest experience to business growth.With a powerful suite of features and integrations with 150+ industry partners including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations. Were proud to have over 800+ team members across 16 countries worldwide, all working together to build the future of hospitality technology. If youre looking to grow your career in a dynamic, global, and impact-driven environment, wed love to hear from you.
We are seeking a Head of Customer Experience (CX) to lead and scale our global CX operations across three distinct product lines, spanning B2C and Hotels. This role will be responsible for driving operational excellence, customer satisfaction, and team performance.
The Head of CX role at is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state-of-the-art technologies.
Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience at a competitive advantage in the hospitality industry, allowing to continue its growth and maintain its leadership position.

Responsibilities
Overseeing and growing CX operations for 3 different products.
Managing and growing CX operations in multiple locations around the world
Building and maintaining service and support processes and tools
Introducing new channels of communication such as phone support and chat
Establishing processes and best practices for servicing and supporting new products and features as they are rolled out
Meeting KPIs for team performance while scaling the team
Maintaining a high quality of knowledge
Introducing self-service and troubleshooting capabilities for customers
Introducing automation and customer experience technologies and tools.
Recruiting and overseeing team leaders and key personnel
Manage and execute ongoing projects as requested by the CX Management.
Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR

We're hiring our first team member to join the newly formed Strategy & Operations functiona central role for someone passionate about building connective tissue across a growing, cross-functional organization.
Youll partner with leaders across Sales, Marketing, Product, Customer Success, and more to build operating rhythms, support KPI definition and tracking, and drive strategic initiatives forward. This role is critical to increasing operational clarity, resolving coordination friction, and helping the company scale with agility. You'll work hands-on and own end-to-end initiativesfrom planning and alignment through execution and delivery.
Responsibilities
Lead cross-functional projects and pods aligned with strategic priorities (e.g. SWAT teams, GTM enablement, cross-org processes).
Build and maintain internal operating frameworks that improve visibility, accountability, and decision-making across the org.
Support department leaders in defining and tracking KPIs/OKRs, ensuring alignment with company priorities.
Conduct gap analyses across teams and functions (process maturity, metrics, workflows), then help design and implement improvements.
Translate qualitative feedback into action plans, working closely with leadership to align input with execution.
Conduct gap analysis within departments (structure, metrics, process maturity) and initiate improvements.
Drive project execution, ensuring clear roles, timelines, and outcomes, while keeping stakeholders aligned.
Some travel may be required to support offsites or deeper collaboration with distributed teams.

As a Partner Success Manager, you will work closely with our Partners to enable them to build a successful customer success practice. You will be the CX point-of-contact with your aligned Partners, helping them drive software adoption and accelerate the customer lifecycle. Your responsibilities will include:
Enabling key Partners to own the adoption of our Software through available programs.
Supporting partners in delivering Success Programs and initiatives with their customers, and providing insights to optimize these programs.
Facilitating workshops and training sessions to educate partners on our products, using successful case studies to drive onboarding.
Acting as a liaison between Partners and our CX product teams, sharing feedback to advise on product development and improvements.
Supervising and reporting on the progress of adoption initiatives, assessing their impact, and iterating on strategies as needed.
Managing services and service creation.

We are looking for a CSM with a proven track record to join our Customer Success team. This role reports to the Director of Customer Success and is a strategic member of our team. In this role, you will be working with Fortune 500 companies to manage the customer relationship throughout the customer lifecycle while actively driving value for customers. Your main goal is to understand customers pain points and help them achieve the business outcomes based on your experience and capabilities. To be successful in this role, you must have experience in software development and/or application security. You must be able to articulate technology in both technical and non-technical terms; that is, you should be able to have strategic conversations with C-level executives as well as perform technical deep dives with operational engineers.



Key Responsibilities



Serve as the primary point of contact for our customers, building strong relationships and ensuring their success with our product(s)
Manage multiple accounts, from mid-sized enterprises through Fortune 500 companies, across different industries
Understanding the customers pain points, compelling events, business goals and objectives, success measures, and desired outcomes, drive the customer to success
Onboard new customers; increase product adoption and usage across your full customer base; ensure timely renewals while minimizing churn; and uncover additional opportunities for solving customer problems which lead to expansion
Align with technical stakeholders and executive decision-makers within our customers organizations, and conduct activities like regular project calls, periodic business reviews (QBRs, EBRs, etc.) to continuously drive new value and demonstrate the existing value to drive that relationship through
Act as a client advocate within the company by collaborating with internal teams, such as product development and customer support, providing feedback to help improve our product and services, and ensuring clients' needs are met
Ensure clients are trained on the platform, educating them on how to best administer and optimize their usage of our platform to drive ROI and real business impact and receive ongoing support
Proactively promote and educate customers on new features and capabilities added to the platform
Capture and document the specific use cases, configurations, and other factors related to the customers instance of throughout the customer lifecycle
Create advocacy and evangelism opportunities for customers