Senior Customer Success Manager, EMEA

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. What Makes Us Different? 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 & 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. What You'll Be Doing • 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. What We're Looking For You may be a good fit if you have: • 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 cons