Client Success Manager – Hospitality

Job Title: Client Success Manager – Hospitality
Location: London
Experience: 1+ Year

About Us

Optimiser is a rapidly growing SaaS company offering innovative platforms including Optimiser CRM and Optimiser Touchpoint, designed to streamline operations, improve engagement and drive measurable results for businesses across industries. With a strong footprint in various industries, we pride ourselves on delivering highly configurable solutions tailored to each client’s needs.

Position Overview
Optimiser  is seeking a Client Success Manager with a strong hospitality background to manage and grow relationships with our hotel clients. This role is ideal for someone who has worked within hotel Sales or MICE departments and understands the operational and commercial challenges hotels face.

You will act as the primary point of contact for clients, ensuring successful onboarding, adoption, and ongoing utilisation of the Optimiser hospitality business platform, while delivering measurable value to their business.

Key Responsibilities

• Manage a portfolio of hotel clients and act as their primary point of contact
• Lead onboarding, implementation, and training for new clients
• Ensure smooth integration and usage of CRM with PMS (particularly Opera)
• Work closely with Sales, Marketing, and Revenue teams on the client side
• Provide ongoing support, guidance, and best practices to maximise product adoption
• Troubleshoot client issues and coordinate with internal technical teams for resolution
• Conduct regular account reviews and performance check-ins
• Identify upsell and cross-sell opportunities based on client needs
• Gather client feedback and work with Product teams to enhance the platform
• Support clients with campaign execution, segmentation, and CRM usage strategies

Requirements

• Minimum 1 year experience in a hotel Sales or MICE department
• Strong understanding of hotel operations and commercial functions
• Thorough knowledge of PMS systems (Property Management Systems)
• Hands-on experience with Opera PMS is essential
• Prior experience using a CRM system (hospitality CRM preferred)
• Strong troubleshooting and problem-solving skills
• Ability to understand and resolve both operational and technical issues
• Excellent communication and stakeholder management skills
• Highly organised with the ability to manage multiple clients/projects

Preferred Skills

• Experience working with hotel groups or multi-property environments
• Exposure to integrations (PMS, Channel Manager, Booking Engine, etc.)
• Understanding of guest journey, segmentation, and marketing automation
• Familiarity with MICE sales processes and event management workflows

What Success Looks Like

• Clients are fully onboarded and actively using the platform
• High client satisfaction and retention rates
• Strong product adoption across Sales & Marketing teams
• Timely resolution of client issues
• Identification of growth opportunities within accounts

Benefits

• Work with a leading hospitality-focused CRM with deep PMS integrations
• Exposure to international hotel groups and cutting-edge technology
• Opportunity to directly impact client success and product evolution
• Fast-paced, collaborative, and growth-oriented environment