Customer Success Manager

Customer Success Manager 

Department: Customer Success
Location and Contract Types: Cape Town (6 Month Contract > Permanent)

About RoomRaccoon

RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝

Your North Star as a Customer Success Manager

As a Customer Success Manager (CSM), you will be at the heart of RoomRaccoon’s mission - helping our hotel partners achieve maximum value from our solutions while identifying growth opportunities. You will be the trusted advisor and commercial partner to a portfolio of English-speaking hoteliers, supporting them through strategic consultation, product education, and data-driven upsell initiatives.

Key Responsibilities

1. Customer Success & Strategic Account Management

• Serve as the main point of contact for a portfolio of hotel clients, ensuring their success throughout the customer lifecycle.
  
• Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals.
  
• Deliver product training and strategic workshops that empower hoteliers to optimise operations using RoomRaccoon.
  
• Collaborate cross-functionally with Sales, Implementation, Product, and Support to ensure a seamless customer journey.
  
  

2. Commercial Growth & Upselling

• Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals.
  
• Proactively identify opportunities within your portfolio for tier upgrades or product add-ons (e.g., Payments, RevPlus or other modules or features).
• Present and demo product add-ons and new features in a consultative, value-driven manner.
  
• Track account health, engagement metrics, and usage data to uncover untapped revenue potential.
  
  

3. Retention & Risk Mitigation

• Monitor customer satisfaction, usage trends, and feedback to detect risks of churn early.
  
• Develop and execute proactive retention strategies to address pain points before they escalate.
  
• Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions.
  
  

About You

Must-Have Qualifications

• Minimum 2+ years of experience in Customer Success, Account Management, or related client-facing role in SaaS or tech-enabled services.
  
• Strong communicator with excellent interpersonal skills; confident in leading conversations with stakeholders at all levels.
  
• Comfortable identifying and driving commercial opportunities within existing accounts.
  
• Self-starter who thrives in a fast-paced, tech-driven environment.
  
• Organised, detail-oriented, and capable of juggling multiple priorities under pressure.
  
• Empathetic and customer-obsessed, with a proactive mindset and a bias for action.
  
  

Nice-to-Have

• Experience in the hospitality industry or a SaaS/B2B tech environment is highly advantageous.
  
• Familiarity with tools like Freshdesk or other CRM/ticketing platforms.
  
• Knowledge of the hotel tech ecosystem (PMS, channel managers, payment solutions, booking engine, housekeeping, etc.)
  
  

Why Join RoomRaccoon?

• Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.
  
• Work with a dynamic, supportive team that values initiative, autonomy, and creativity.
  
• Opportunity to grow into senior roles as we scale across markets and expand our product suite.
  
• Regular team events, international exposure, and access to cutting-edge hospitality software.
  
  

Perks:

• Mac environment
• Performance bonuses 
• Employee Equity Scheme
• Annual training budget
• Annual Hotel experience 
• Birthday leave
• Long service leave and bonuses
• Quarterly team building budgets & office massages
• Friday lunches on us
• Global Mobility
• Hybrid model

RoomRaccoon Values 

• Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.
• Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.
• Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.
• Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.
• Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.

Disclaimer: Thanks so much for your excitement about joining RoomRaccoon! We’re lucky to have so many talented people eager to be part of our team, so we’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—but don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future!