Duetto Research - Senior Customer Success Manager, EMEA
Requirements
• A hospitality background — revenue management experience is strongly preferred • A proven track record in a senior customer-facing role — Customer Success, Account Management, or Consulting — with demonstrated ability to manage enterprise accounts and executive-level stakeholders with confidence and credibility • Business-fluent English and French — both are hard requirements for this role • Proficiency with Salesforce, Tableau (or equivalent), and AI-assisted tools for analysis, reporting, and client communication • The ability to ramp quickly, tell complex stories clearly, and handle difficult client conversations professionally while driving upsell and renewal outcomes • SaaS experience — candidates with as little as 2 years in SaaS will be considered if they bring strong hospitality and enterprise account experience • Strong candidates may also have: • Deep fluency in hotel KPIs — RevPAR, ADR, RGI, ARI, MPI — and hotel total profitability frameworks including GOP, GOPPAR, and flow-through analysis • Knowledge of EMEA hospitality market dynamics across key regions • Experience with Gainsight, Salesforce Einstein, or Gong • Additional European language skills beyond English and French
Responsibilities
• You'll own the end-to-end post-sales customer lifecycle — onboarding, adoption, retention, and renewal — for an assigned portfolio of strategic EMEA accounts, with clear accountability. • You'll act as a senior consultant on client revenue strategies, leveraging deep hospitality expertise to align Duetto's capabilities with complex, multi-stakeholder business needs — serving as the primary point of contact for strategic escalations and independently resolving complex client issues. • You'll lead strategic business reviews and advanced product training sessions, using AI-assisted tools to deliver documented ROI, and use AI-assisted analytics to audit customer usage and market performance data, proactively identifying churn risks, growth opportunities, and upsell and cross-sell outcomes. • You'll design tailored product adoption recommendations that address regional and segment market dynamics across EMEA, collaborating with Product, Sales, and Support to advocate for customer needs and influence the product roadmap. • You'll mentor junior CSMs on best practices, revenue management principles, and AI-assisted CS tooling — contributing to a collaborative, high-performing EMEA Customer Success team. • You'll maintain accurate account records in Salesforce using automated activity capture and AI-assisted reporting, keeping full visibility of portfolio health across the team and leadership. • AI handles the admin; you own the relationship. As AI-assisted tools absorb data analysis, reporting, and Salesforce automation, the premium shifts entirely to the human skills — active listening, executive presence, storytelling, and negotiation. That's where this role operates. • AI handles the admin; you own the relationship. • A close-knit team that takes culture seriously. The EMEA CS team is collaborative and high-performing — this is a backfill of a valued team member, and the team dynamic is something we're genuinely protective of. • A close-knit team that takes culture seriously. • Real commercial ownership. You'll have independent authority over customer strategy decisions, on-site visits, and internal escalations — with clear retention and NRR metrics that make success visible and measurable. • Real commercial ownership. • The Details • Location: Spain, UK, France or Germany (Remote) • Department: Customer Success • Reports to: Director, Customer Success EMEA • Direct reports: None • Languages required: Business-fluent English and French (both hard requirements)
Benefits
• Your hospitality expertise is the job. This isn't a generic CSM role where domain knowledge is a nice-to-have — your understanding of how hotels think about revenue, profitability, and commercial performance is what makes you credible and effective from day one.
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