Customer Success Manager

About Gimmonix:

Gimmonix is a rapidly growing SaaS company in the travel technology industry. We are a young, elite, and agile team developing cutting-edge cloud-based technologies integrated with over 200 travel companies, including leading brands like Booking.com and Expedia. Join us to be part of an innovative company shaping the future of travel technology.

Position Overview:

We are looking for a Customer Success Manager (CSM) with a technical mindset to manage and nurture client relationships. The ideal candidate will have experience in the SaaS industry and a strong understanding of technology, preferably with a background in the travel or travel-tech sectors.

Key Responsibilities:

• Develop and maintain strong relationships with key stakeholders within client organizations, acting as a trusted advisor.
• Onboard new clients and oversee the technical setup and integration of Gimmonix products, providing training and ongoing support to ensure effective adoption.
• Proactively monitor client usage, system health, and performance metrics. Address and resolve technical issues to maintain client satisfaction and retention.
• Analyze client data to provide actionable insights, prepare health reports, and recommend optimizations aligned with their business goals.
• Work closely with sales, product, and support teams to deliver a seamless customer experience, ensuring client requirements are met.
• Identify opportunities for upselling and cross-selling our products and services.
• Gather and analyze client feedback to contribute to product development and improvements.
• Create and share insights and other relevant data with clients based on data and client business models.
• Stay up-to-date with industry trends and best practices to continually enhance the customer success function.

Requirements:

• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• 3-5 years of experience in Customer Success, Account Management, or a similar role within the SaaS industry.
• Knowledge of the travel or travel-tech industry is highly beneficial.
• Ability to analyze data using tools like Excel, BI platforms, or similar systems.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical stakeholders.
• A professional level of English is required. Additional languages are a plus.
• Strong analytical and problem-solving abilities.