Senior CSM, Hospitality (EMEA, Remote)

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 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 — and hotel total profitability frameworks including GOP, GOPPAR, and flow-through analysis
• Knowledge of EMEA hospitality market dynamics across key regions
• Experience with Gainsight, Salesforce Einstein, or Gong
• Additional European language skills beyond English and French

Why Duetto?

• Your hospitality expertise is the job. This isn't a generic CSM role where domain knowledge is a nice-to-have — your understanding of how hotels think about revenue, profitability, and commercial performance is what makes you credible and effective from day one.
• AI handles the admin; you own the relationship. As AI-assisted tools absorb data analysis, reporting, and Salesforce automation, the premium shifts entirely to the human skills — active listening, executive presence, storytelling, and negotiation. That's where this role operates.
• A close-knit team that takes culture seriously. The EMEA CS team is collaborative and high-performing — this is a backfill of a valued team member, and the team dynamic is something we're genuinely protective of.
• Real commercial ownership. You'll have independent authority over customer strategy decisions, on-site visits, and internal escalations — with clear retention and NRR metrics that make success visible and measurable.

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.

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.

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