Senior Customer Success Manager, EMEA

<p>This is a senior, high-autonomy customer success role for someone who combines genuine hospitality expertise with the executive presence to be a trusted advisor to hotel leadership across EMEA. You'll own the full post-sales lifecycle for a portfolio of strategic accounts — onboarding, adoption, retention, and renewal — and act as the primary point of contact for complex, multi-stakeholder clients who expect a partner that understands their business as well as they do. If you're a credible, commercially sharp senior operator who thrives in a close-knit team and gets energised by helping hospitality businesses perform better, this is the role.</p> <p><strong>What Makes Us Different?</strong></p> <p>Duetto is the hospitality industry's leading revenue management platform, founded in 2012 by former Wynn Resorts executives who knew the industry needed better technology. We built the world's first Revenue &amp; Profit Operating System — a suite of tools (GameChanger, ScoreBoard, BlockBuster, Advance and more) that goes beyond room pricing to give hotels, resorts and casinos a complete picture of their revenue and profitability. Trusted by clients ranging from independent boutique hotels to global chains, we've been named the #1 Revenue Management Software by HotelTechAwards four years running and the #1 Best Place to Work in Hotel Tech in 2025. Backed by GrowthCurve Capital since 2024, we're accelerating our investment in AI — and we're genuinely passionate about the industry we serve. We build products we're proud of, for customers we care about.</p> <p><strong>What You'll Be Doing</strong></p> <ul> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> <li>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.</li> </ul> <p><strong>What We're Looking For</strong></p> <p><em>You may be a good fit if you have:</em></p> <ul> <li>A hospitality background — revenue management experience is strongly preferred</li> <li>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</li> <li>Business-fluent English and French — both are hard requirements for this role</li> <li>Proficiency with Salesforce, Tableau (or equivalent), and AI-assisted tools for analysis, reporting, and client communication</li> <li>The ability to ramp quickly, tell complex stories clearly, and handle difficult client conversations professionally while driving upsell and renewal outcomes</li> <li>SaaS experience — candidates with as little as 2 years in SaaS will be considered if they bring strong hospitality and enterprise account experience</li> </ul> <p><em>Strong candidates may also have:</em></p> <ul> <li>Deep fluency in hotel KPIs — RevPAR, ADR, RGI, ARI, MPI — and hotel total profitability frameworks including GOP, GOPPAR, and flow-through analysis</li> <li>Knowledge of EMEA hospitality market dynamics across key regions</li> <li>Experience with Gainsight, Salesforce Einstein, or Gong</li> <li>Additional European language skills beyond English and French</li> </ul> <p><strong>Why Duetto?</strong></p> <ul> <li><strong>Your hospitality expertise is the job.</strong> 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.</li> <li><strong>AI handles the admin; you own the relationship.</strong> As AI-assisted tools absorb data analysis, reporting, and Salesforce automation, the premium shifts entir