Position
Head of Customer Success
Job Title: Head of Customer Success
Location: Remote (Head Office in Brussels)
Type: Full-Time
About Us:
Juyo is the leading data analytics and visualization platform for the hospitality industry. We blend our passion for hospitality with technology to help customers connect data and build personalized stories that improve business performance. As we grow, we’re seeking a Head of Customer Success to elevate our team. If you’re passionate about analytics, charts, and data storytelling, we’d love to have you on board!
The Role:
As the Head of Customer Success, you’ll be instrumental in shaping and scaling our Customer Success department. Leading a talented team, you’ll drive strategies that enhance customer satisfaction and retention, while developing processes that support rapid growth. This role is a balance of strategic thinking, team leadership, and hands-on execution.
Key Responsibilities
– Lead and Manage the Team: Recruit, train, and develop a high-performing Customer Success team that delivers excellent outcomes and retains happy customers.
– Strategic Initiatives: Work closely with the COO to develop and execute customer success strategies that align with broader business goals.
– Scale the Department: Design and implement scalable processes, systems, and tools to support growth while ensuring consistent, high-quality customer engagement.
– Customer Growth & Retention: Use customer feedback and data to enhance engagement, reduce churn, and spot upsell opportunities. Lead important pilots to successful outcomes.
– Tools & Metrics: Set up tools, dashboards, and KPIs to track and measure customer success metrics with a data-driven approach.
– Cross-Department Collaboration: Partner with Customer Support and Product teams to ensure customer feedback shapes future product development.
– Lead Projects: Take charge of cross-functional projects to improve customer experience, identify new opportunities, and optimize processes.
– Own KPIs: Define, track, and report on key metrics, providing regular updates on team performance and customer insights.
Qualifications
– 5+ years of experience in the hotel or hotel technology business is a must!
– 4+ years in Customer Success or a similar field, with at least 2 years in a leadership role.
– Proven experience scaling Customer Success teams in a fast-growing company.
– Skilled in setting up processes, tools, and systems (e.g., CRM, CSM) for managing customer engagement at scale.
– Strong leadership and team-building abilities.
– A strategic thinker who balances short-term needs with long-term goals.
– Data-driven, with a knack for analyzing metrics to inform decisions.
– Comfortable working cross-functionally and leading projects across departments.
Why join Juyo?
At Juyo Analytics, we’re a passionate group of hoteliers and data enthusiasts building a cutting-edge product. We live by our core values, which shape our company and guide how we interact with our customers and each other. Check out our values on the website. If they resonate with you, we’d love to hear from you!
