Team Lead: Customer Success

Title: Team Lead: Customer Success

Department: Customer Success

Location: Lisbon

Contract Type: Permanent

Language Requirements: English + an additional European language

About RoomRaccoon

RoomRaccoon is a fast-growing hospitality SaaS company building one powerful platform for independent hoteliers on an international scale. We help hotels run smarter, sell better, and stay in control, from bookings and payments to revenue and automation, all in one system.

We move fast, think independently, and build technology that gives hotels a real competitive edge. Our team is global, ambitious, and hands-on. We value ownership, momentum, and people who want to make an impact while beating yesterday, together. If you like building meaningful software with smart people, you’ll fit right in. 🦝

Your North Star

We’re looking for a Team Lead for Customer Success to lead and coach a small, ambitious team of Customer Success Managers (CSMs) who support our SMB hospitality customers. You will be the go-to person for your team, guiding them to deliver results, solve complex customer challenges, and help hotels get the most out of RoomRaccoon.

Key Responsibilities

Lead & Coach

• Lead a team of 5–6 Customer Success Managers and help them succeed every day.
• Run regular 1:1s, give actionable feedback, and nurture a high-performing team culture.
• Set clear goals for retention, adoption, and growth, and help your team achieve them.

Own the Customer Experience

• Ensure every SMB hotel gets a smooth post-onboarding journey and real value from RoomRaccoon.
• Step in to support escalations or tricky customer situations, coaching your team on negotiation and stakeholder management.
• Guide CSMs to prioritize their portfolio to balance short-term wins and long-term relationships.

Drive Operational Excellence

• Keep processes, data, and reporting accurate to help the team scale efficiently.
• Help create and continuously improve customer success playbooks and workflows.
• Partner with Product, Sales, and Support to elevate the overall customer experience.

Be the Voice of the Customer

• Gather insights from hotels and communicate them to our Product team.
• Ensure our roadmap reflects real customer needs, especially for SMB hoteliers.

Success Metrics

• Net Revenue Retention: % of revenue retained from existing customers, including expansion
• Churn Rate: % of customers leaving within a period
• Customer Satisfaction (CSat): Average satisfaction score or promoter score from post-support or quarterly surveys
• Upsell: Revenue growth from existing customers via add-ons, upgrades, or increased usage
• Team Health: 1:1 completion, goal achievement, internal feedback scores

You Bring

Required Skills & Experience

• 3+ years leading or mentoring a customer-facing team in B2B SaaS (CS, AM, or CX).
• Experience managing SMB customers, preferably in hospitality or SaaS.
• Strong communicator, able to handle escalations and challenging conversations with ease.
• Data-driven, comfortable using metrics to guide decisions.
• Passionate about helping hotels succeed and excited by a fast-moving scale-up environment.
• Fluent in English; an additional European language is required.

Why Join RoomRaccoon?

• Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.
• Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
• Opportunity to grow into senior roles as we scale across markets and expand our product suite.
• Regular team events, international exposure, and access to cutting-edge hospitality software.

Perks

• Mac environment
• Performance bonuses
• Employee Equity Scheme
• Annual training budget
• Annual Hotel experience
• Birthday leave
• Long service leave and bonuses
• Quarterly team building budgets & office massages
• Friday lunches on us
• Global Mobility
• Hybrid model

Our Core Values As Defined By Our Raccoons

• Accountability: owning decisions, follow-through and outcomes, from start to finish without blaming others when things go wrong. Showing up, owning your impact and standing tall. Progress starts with you.
• Beat Yesterday: when learning leads to real change. Making time to reflect, improve systems and prevent the same issues from recurring.
• Clock Speed: choosing progress today over procrastination tomorrow. Moving fast with clarity, alignment and quality.
• Deal's a Deal: setting clear expectations, delivering on promises and being reliable for our customers and your teammates.
• Empower Another: share knowledge, celebrate wins, and help others succeed. Every time you enable a teammate, you strengthen RoomRaccoon and our customers.