100% Remote Customer Success Manager – Hotel SaaS Platform (Hospitality Industry, DE & EN)

## **Company Overview**

Hotel Res Bot is a fast-growing company helping hotels and travel agencies automate their inbound communications using self-trained AI.

Our platform is designed specifically for **reservation and group sales teams**, helping them manage and respond to high volumes of inbound email communication more efficiently and consistently.

We integrate with hotel systems such as PMS and booking engines, but our core focus is improving how hotel teams handle guest and group requests via email in their daily operations.

We are a small, international team working in a trust-based, remote-first environment where ownership, clarity, and direct communication matter more than hierarchy.

# **Job Summary**

This is a client success role focused on helping hotel reservation and group sales teams adopt new ways of working, integrate our system into their daily operations, and build long-term, trusted relationships.

You will act as the main point of contact for your clients and ensure the system becomes part of their day-to-day workflow, particularly in how they manage and respond to inbound emails, enquiries, and group requests.

The role is about driving real usage and long-term value in operational environments — not sales and not technical implementation.

You should understand how hotels operate, especially reservation or sales departments, and be comfortable working with hotel systems and communication workflows.

# **Attitude & Culture**

Since this is a fully remote position within a small but close-knit international team, we place strong importance on finding someone who is comfortable working independently, communicating clearly, and taking ownership of their responsibilities.

We work in a trust-based, non-micromanaged environment. You have flexibility in how and when you work, and in return we expect reliability, accountability, and good judgement in managing your clients and responsibilities.

Support and collaboration are always available when needed, but this role is best suited to someone who is proactive, organised, and comfortable operating with a high level of autonomy.

We also place strong value on a healthy team and error culture. We focus on learning and improving together rather than assigning blame. Open, respectful communication is essential to us — disagreement is welcome, but personal attacks are not. Maintaining a constructive and collaborative environment is especially important in a fully remote company.

# **Your Impact**

## **Client Success & Adoption**

• Own relationships with hotel reservation and group sales teams
• Support teams in integrating the system into daily email-based workflows
• Ensure clients are actively using the platform in real operational settings
• Conduct regular online check-ins and occasional onsite visits (day trips)
• Identify gaps in adoption and proactively improve usage and engagement

## **The Voice of the Customer**

• Act as the main bridge between hotel operations and our internal team
• Translate real operational challenges into structured, actionable feedback
• Ensure the system reflects how hotels actually manage guest and group communication in practice
• Help improve workflows, messaging, and configurations based on real-world usage

## **Relationship Ownership**

• Build and maintain long-term, trusted relationships with hotel teams
• Monitor usage, engagement, and operational success over time
• Ensure clients consistently gain value from improved communication workflows
• Maintain accurate and structured records of client interactions and activity

## **Internal Collaboration**

• Work closely with support, product, and technical teams
• Support smooth handovers from onboarding and implementation
• Contribute to improving internal processes based on real client feedback

# **Who You Are**

## **The Hotel Operator**

• 2–3 years experience in:
• hotel reservations department, OR
• group sales department, OR
• front office with strong email handling responsibility
• Strong understanding of how hotel reservation and group email workflows operate in practice

## **The Communicator**

• Fluent in **German (C1 / business level – required)**
• Fluent in English (required)
• Spanish is a plus, but not required
• Able to communicate clearly with both operational teams (e.g. reservations, group sales) and senior hotel or HQ management, adapting the message to the audience while keeping clarity and structure
• Comfortable proactively engaging with clients via email, phone, or online calls when needed to support adoption and ensure effective daily use of the system
• Able to help align day-to-day usage with longer-term operational goals and ensure the system is delivering value across both operational and management levels

## **Tech-Aware (but not technical)**

• Understanding of hotel systems such as:
• PMS
• Booking engines
• Channel managers (basic understanding)
• Comfortable learning and working with digital tools used for client management and reporting
• No coding required, but confident working with structured systems and workflows

## **Project Management (Nice to Have)**

• Previous experience in project coordination or project management, or relevant training/certification, is a plus
• Comfortable coordinating tasks, tracking progress, and following up with different stakeholders to keep activities on schedule
• Able to manage multiple client priorities while maintaining clear communication and structured documentation

## **Ownership Mindset**

• Works independently and takes responsibility for outcomes
• Structured, reliable, and proactive
• Identifies issues early and acts before escalation is needed

# **Growth & Development**

This role offers clear long-term development opportunities into:

• Senior Customer Success roles
• Implementation / Operations Lead roles
• Product-facing or solution-focused positions
• Closer collaboration with product and operational strategy

We actively support learning, ownership, and internal progression.

# **Benefits**

• 100% remote work environment
• Flexible working hours
• Flat hierarchy and direct access to decision-makers
• Supportive international team culture
• Opportunity to grow with a fast-growing company
• Company-provided equipment (Laptop + screen + keyboard + mouse)

# **How to Apply**

Please send your CV and a short cover letter explaining:

• Your experience in hotel reservations or group sales
• Your experience handling high volumes of guest or group emails
• Why you are interested in hotel communication automation and operational improvement
• Your language skills and eligibility to work in Spain or Portugal

Please send applications to:

• ***

# **Equal Opportunity Statement**

Hotel Res Bot is an equal opportunity employer. We value diversity and are committed to creating a respectful, inclusive, and collaborative environment for all employees.