Customer Success Manager (m/f/x) - Growth and Retention

Quandoo GmbH; London; Remote; GBP 125,000 - 150,000

Job description

Customer Success Manager (m/f/x) - Growth and Retention

• Full-time
• Department: Customer Success

At Quandoo, we bring gastronomy and technology together.

Since launching in December 2012, we have continuously grown and are now active in 11 countries around the world such as Australia, Germany, Italy, and the United Kingdom. With plans to develop even further, our mission is clear: To transform the world’s dining-out experiences.

We offer diners the opportunity to discover and make reservations at restaurants via our website or mobile app. We also provide restaurants with innovative management tools that enable them to build relationships with new & existing guests, streamline their day-to-day service, and maximize their overall potential.

As an employer, we are committed to the growth of every team member and support collaboration across organizational boundaries. We deeply care about what we do, we are respectful, open, and have faith in our colleagues' abilities.

This is why our core values are fundamental to us:

1. Have a growth mindset
2. Feel responsible
3. Be united

As a Growth and Retention Manager (m/f/x), you will:

1. Serve as the primary account manager for existing customers, building and maintaining long-term, successful partnerships.
2. Lead growth and retention initiatives in the UK and Western Europe, focusing on strategic projects that enhance customer engagement and satisfaction.
3. Communicate Quandoo’s value proposition effectively through compelling proposals, objection handling, and negotiations.
4. Conduct proactive account reviews to identify growth opportunities and ensure optimal use of the Quandoo system.
5. Respond to inbound requests, addressing accounts receivable and contract queries to support partner success.
6. Innovate and identify opportunities for partner retention through add-ons or upselling.
7. Work towards key KPIs, including outbound call targets, account reviews, revenue generation, and retention.
8. Collaborate with various internal departments and restaurant partners to drive success.
9. Maintain the internal customer database using Salesforce.

This remote role occasionally requires travel as needed.

Professional experience in hospitality or customer service is ideal, with a preference for account management or sales expertise.

Strong relationship-building skills in a fast-paced environment are essential.

Experience in customer success roles with platform or marketplace businesses is beneficial.

Excellent communication skills, with the ability to remain calm in difficult circumstances.

You enjoy dynamic processes and show a high level of flexibility in day-to-day business.

Comfortable with proactive customer outreach via phone and email, using a consultative approach.

Proven ability to articulate product features and benefits effectively.

Efficient, assertive, and capable of quick decision-making.

Analytical, structured, and self-disciplined to work independently.

Confident in negotiations with a positive, solution-oriented attitude.

Are you a career changer? No problem - we look forward to receiving your application!

We care about our company culture. This is what you can expect with us:

1. You have the chance to get a job in a rapidly growing international company.
2. We are offering a new and exciting opportunity with a global commerce platform.
3. We are leading the way in technology-based reservations, bookings, and table management, and you will play a crucial role in our organization’s growth and ultimately benefit from our success and expansion.
4. High level of responsibility – the chance to hit the ground running from day one and shape your own career path.
5. We believe in your abilities: This position offers you a tangible impact on the company's success while you benefit from flexible working opportunities in a well-balanced work environment.
6. You will work with a highly motivated and skilled team from all over the world. We celebrate our diversity!
7. Fun working environment – opportunity to collaborate with highly motivated colleagues and attend company parties.

Here are our Benefits:

1. Be flexible: Enjoy our remote policy and work from our offices, at home, or while traveling.
2. Got balance: We offer flexible working hours and up to 30 days of vacation.
3. Stay mentally fit: Use our free 1:1 sessions with professional psychologists as well as digital trainings and tools for your mental health - provided by our partner nilo.health.
4. No boredom! Quandoo offers challenges and development every day. Our self-development budget will help you acquire and achieve new skills & knowledge.

Want to be part of Quandoo’s future? Apply now!

Great job, but not right for you? Recommend this position to your contacts!