Customer Success Manager

Posted a week ago by Travelnest

Edinburgh, City of Edinburgh

About us

Travelnest is a vacation rental technology business. We have created a platform that enables holiday let owners to set up, manage and optimise all of their marketing from one place. We aim to become the world's most host-centric company, empowering hosts to realise their ambitions by unlocking the potential of accommodation, everywhere.

By joining us you will be working on a product that has the potential to really transform booking gains for our customers. We have an ambitious goal of winning the global market and we believe that our team can build a product our customers love and use, time and time again.

About the role

We are seeking a motivated and customer-centric Customer Success Manager to join our new, unique Customer Success team. The ideal candidate will be able to learn quickly, make an immediate impact, and thrive in a changing environment. As a Customer Success Manager, you will ensure our customers receive maximum value from Travelnest by supporting drive the highest booking performance and achieve a significant return on their investment into their vacation rental properties.

Our customers are vacation rental owners who own 1-5 properties. They are engaged in the success of their rentals but often lack the time to manage marketing and commerce activities. Our product enables them to focus on their other priorities without compromising their rental income.

Flexibility and Working Hours

  • Working Hours: Our regular business hours are from 9am - 5.30pm. There may be a requirement to cover evenings and weekends depending on customer demand, so you should be flexible between 9am - 8pm, Monday - Saturday.
  • Hybrid Working: At Travelnest, we recognise the benefits of flexible working arrangements and strive to provide a balanced approach that meets both the needs of our employees and the company.
    • Initial Training and Onboarding: The first 1 month will be conducted in-person at our office to facilitate effective training and integration into our team.
    • Long-term Hybrid Working: Following the initial training period, employees are expected to work from the office at least 3 days per week. This allows for collaboration, team meetings, and access to resources, while also offering the flexibility to work remotely for the remaining days.

Key Responsibilities:

  • Optimisation: Help new and existing customers optimise their property listings to drive the highest volume of bookings and maximise their rental income.
  • Proactive Engagement: Monitor customer accounts to identify opportunities for improvement and proactively reach out to provide solutions and recommendations.
  • Product Training: Conduct training sessions and webinars to help customers maximise the value of our platform.
  • Feedback and Improvement: Gather customer feedback and collaborate with the product team to enhance our services and features.
  • Performance Tracking: Monitor customer success metrics and KPIs to ensure customers are achieving their goals and receiving the expected value from our platform.


  • Experience: Previous experience in customer success, account management, or a related field is preferred.
  • Communication Skills: Excellent verbal and written communication skills with a strong ability to convey information clearly and empathetically.
  • Problem-Solving: Strong analytical and problem-solving skills, with the ability to think creatively.
  • Technical Aptitude: Comfortable using digital tools and platforms, with the ability to quickly learn new technologies.
  • Customer Focus: A passion for helping customers succeed and a commitment to delivering exceptional service.
  • Team Player: Ability to work collaboratively with cross-functional teams and contribute to a positive team culture.
  • Adaptability: Ability to learn quickly, make immediate contributions, and adapt to a changing environment.
  • Languages: Fluency in either Spanish, Portuguese, Italian, Greek or French would be an advantage, but not essential.

Why Join Travelnest?

  • Innovative Environment: Be part of a forward-thinking company that values innovation and creativity.
  • Career Growth: Opportunities for professional development and career advancement.
  • Supportive Culture: Work in a collaborative and supportive environment where your contributions are valued.

Equal Opportunities

Travelnest is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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