Senior Account Manager - English and French Speaking

About Beyond

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.

Job Description

Beyond is looking for a Senior Customer Success Manager I to join our growing team. Reporting to our Manager of Customer Experience, EMEA, you will have the opportunity to manage our largest customers and those who have an outsourced revenue manager as part of our Guidance offering. You will play a pivotal role in delivering a white-glove customer experience. The role will also provide cross-functional business exposure to the Revenue Management team. You will work to ensure that these customers are successful and long-lasting customers of Beyond to allow us to maintain our foothold as the market leader in this industry. As the world and travel landscape shift around us, so too do the needs of our customers, and this role plays a key component in ensuring that they not only survive but thrive in this environment.

Responsibilities

• Driving customer adoption, retention and satisfaction for an assigned book of accounts
• Providing analyses on booking trends and pricing performance for clients
• Building relationships with customers by driving value using a consultative approach to become an influencer and trusted extension of their team for Guidance accounts
• Training clients on the basics of revenue management and how to effectively use our tool to increase revenue
• Ensuring our customer’s success by analysing how they can maximise revenue and utilise Beyond to review booking data and charts to make pricing decisions
• Securing annual subscription renewals and uncovering expansion opportunities
• Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met
• Monitoring and reporting on the health and risk of assigned accounts
• Maintaining a deep understanding of Beyond Pricing’s suite of products
• Reviewing Beyond’s algorithm performance in existing markets, making actionable recommendations based on data-driven insights
• Partnering closely with the Revenue Management, Sales, and Customer Experience Teams and help mentor junior members of the team
• Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

What We Are Looking For

• Have deep customer-empathy: you find fulfillment in helping customers reach their goals.
• Enjoy working with people: you are driven to provide an excellent customer experience.
• Be data-minded: you are exceptional with data and leveraging it to make strategic decisions.
• Go above and beyond: you pride yourself on going above and beyond for teammates and customers.
• Be Highly Analytical: you are able to look at multiple graphs and charts and instantly derive insight

Qualifications

• 3+ years of experience working in customer success, account management, or related field