Role Description 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 energized by helping hospitality businesses perform better, this is the role. What You'll Be Doing - Own the end-to-end post-sales customer lifecycle for an assigned portfolio of strategic EMEA accounts, with clear accountability. - Act as a senior consultant on client revenue strategies, leveraging deep hospitality expertise to align Duetto's capabilities with complex, multi-stakeholder business needs. - Lead strategic business reviews and advanced product training sessions, using AI-assisted tools to deliver documented ROI. - Use AI-assisted analytics to audit customer usage and market performance data, proactively identifying churn risks, growth opportunities, and upsell and cross-sell outcomes. - Design tailored product adoption recommendations that address regional and segment market dynamics across EMEA. - Mentor junior CSMs on best practices, revenue management principles, and AI-assisted CS tooling. - Maintain accurate account records in Salesforce using automated activity capture and AI-assisted reporting. Qualifications - 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. - 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. - SaaS experience — candidates with as little as 2 years in SaaS will be considered if they bring strong hospitality and enterprise account experience. Strong candidates may also have: - Deep fluency in hotel KPIs — RevPAR, ADR, RGI, ARI, MPI. - Knowledge of EMEA hospitality market dynamics across key regions. - Experience with Gainsight, Salesforce Einstein, or Gong. - Additional European language skills beyond English and French. Benefits - Your hospitality expertise is the job. - This isn't a generic CSM role where domain knowledge is a nice-to-have. - AI handles the admin; you own the relationship. - A close-knit team that takes culture seriously. - Real commercial ownership. The Details - Location: Spain, UK, France or Germany (Remote) - Department: Customer Success - Reports to: Director, Customer Success EMEA - Direct reports: None - Languages required: Business-fluent English and French (both hard requirements) Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. Sound like you? You don't need a long SaaS CV. If you have genuine hospitality expertise, the executive presence to lead strategic client relationships, and the drive to own a portfolio of EMEA accounts end-to-end — we'd love to hear from you.

• Build and maintain professional relationships with prospective and existing clients. • Consult with clients to identify travel goals, preferences, and budget requirements. • Research and recommend travel solutions, including cruises, resorts, hotels, vacation packages, tours, and other travel services. • Coordinate reservations and assist clients throughout the planning and booking process. • Maintain accurate client records and documentation while ensuring confidentiality and data integrity. • Respond promptly and professionally to client inquiries through email, phone, and virtual communication platforms. • Conduct follow-up communications to encourage repeat business, referrals, and long-term client relationships. • Assist with business development efforts through networking, relationship-building, referrals, and social media engagement. • Stay informed on travel industry updates, supplier offerings, promotions, and destination knowledge. • Deliver a high level of customer service while maintaining professionalism, accuracy, and attention to detail.

• You’ll be the face of Insider One to our clients! You’ll be the bridge between their needs and our technology. • Help our clients understand their needs and which of our features and products best match their goals and expectations. • Make sure our clients are utilizing our technology at its best so that we can fully provide them our world-class service. • You’ll monitor and facilitate the customer's adoption of our technology. • Work with our data-geeks (a.k.a. engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary. • Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization. • Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client. • Establish a trusted advisor relationship that ensures our customer's overall satisfaction with our services and technology. • Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues. Bring new product ideas to the table!

• Execute and continuously evolve our CRM strategy across the group • Design, build and optimise automated customer journeys across onboarding, retention, reactivation and loyalty • Deliver highly personalised, data-driven CRM campaigns that increase engagement, return traffic and clickouts • Partner closely with Product, Marketing and Compliance teams to create seamless customer experiences across every touchpoint • Use experimentation, A/B testing and AI-powered tools to continuously improve campaign performance, efficiency and quality • Increase player engagement through high-quality and localised copy