Customer Success Team Manager

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About Your Role...

As the Customer Success Manager for our Optimization Team, youll lead a team of optimisation specialists and revenue optimisation consultants that deliver strategic revenue management advisory. Your leadership will drive customer satisfaction, retention, and measurable revenue growth through exceptional optimization strategies across both technology adoption and hotel revenue performance.

What You’ll Do…

Strategic Leadership:

• Develop and implement comprehensive optimization strategies that maximize both product value and revenue performance for our hotel partners
• Oversee the development of revenue management best practices, methodologies, and frameworks that leverage SiteMinders platform capabilities
• Guide revenue optimization consultants in delivering high-impact advisory services that drive measurable RevPAR improvements
  
  

Team Development & Leadership

• Lead, mentor, and develop a hybrid team including Customer Success Team Leads and Revenue Optimization Consultants
• Provide strategic guidance to revenue consultants developing new revenue optimization programs from scratch
• Balance team resources between product optimization initiatives and strategic revenue consulting engagements
• Drive pipeline performance and hit KPI outcomes
• Develop deep analysis of pipeline velocity and productivity and consistently implement improvements across the team
  
  

Revenue & Optimization Analytics

• Oversee revenue performance analyses and ensure consultants deliver actionable insights on rate optimization, channel mix, and demand forecasting
• Translate complex revenue management concepts into scalable programs across customer segments
  
  

Cross-Functional Collaboration

• Partner with Product, Engineering, and Strategic Operations teams to build revenue optimization capabilities at scale
• Represent both product optimization and revenue advisory perspectives in executive meetings
• Collaborate with consultants to document best practices and build training assets for future program expansion
  
  

Program Design & Delivery

• Create scalable optimization programs that address both technology adoption and revenue performance
• Oversee the delivery of customized revenue strategies for high-value accounts while maintaining efficient product optimization for broader segments
• Ensure revenue consultants effectively leverage analytics tools and create compelling ROI demonstrations
  
  

Performance Management

• Monitor both product optimization KPIs and revenue improvement metrics across the team
• Coach Team Leads and Revenue Optimisation Consultants to consistently meet targets for product adoption and gross booking value growth
• Balance 1:1 strategic advisory for targeted accounts with scalable optimization delivery
  
  

What You Have…

• Minimum 5 years of experience in hotel revenue management, hospitality technology, or strategic account management, with at least 2 years in a leadership position
• Strong understanding of hotel revenue management principles including pricing strategies, channel distribution, demand forecasting, and competitive positioning
• Proven experience with hotel distribution landscape (OTAs, GDS, direct booking strategies) and revenue optimization concepts
• Experience managing senior individual contributors as well as frontline team leads and building programs from inception
  
  

Technical & Analytical Skills

• Advanced analytical capabilities with experience in revenue performance metrics (RevPAR, ADR, market share analysis)
• Proficiency in data analysis tools (Excel, SQL, BI platforms) and Salesforce reporting
• Ability to interpret complex financial models and guide data-driven decision making
• Understanding of hotel PMS systems and revenue management tools
  
  

Preferred Qualifications

• Revenue management certification (e.g., CRME, CHRM) highly valued
• Experience in hotel operations or previous role as Revenue Manager
• Track record of building new consulting or advisory programs
• Experience managing teams across multiple time zones
• Experience managing front line teams
• Fluent English required
  
  

Our Perks & Benefits…

• Equity packages for you to be a part of the SiteMinder journey
• Hybrid working model (in-office & from home)
• Mental health and well-being initiatives
• Generous parental (including secondary) leave policy
• Paid birthday, study and volunteering leave every year
• Sponsored social clubs, team events, and celebrations
• Employee Resource Groups (ERG) to help you connect and get involved
• Investment in your personal growth offering training for your advancement
  
  

Does this job sound like you? If yes, wed love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

---