Customer Success Manager

Customer Success Manager Edinburgh/hybrid £28,000   Hospitality never stands still and neither do the customers you'll be looking after. Our client is the fast-growing force behind the technology powering thousands of hotels, pubs, restaurants and institutions worldwide, and they're building the team that keeps SMB customers thriving long after go-live.   We're recruiting a Customer Success Manager, SMB to own a portfolio of hospitality customers from onboarding through renewal and growth, blending sharp commercial instinct with genuine relationship-building. If you thrive on data-driven insight, love turning product adoption into measurable ROI, and want to help shape a scaled success motion from the ground up, this is your next move.   What you'll be doing

• Owning the post-onboarding journey, renewals and upsell process, and overall account health for a portfolio of SMB customers.
• Building trusted, long-term relationships that drive retention and demonstrate clear ROI.
• Monitoring health and usage data to spot risk early, trigger proactive action, and prevent churn before it happens.
• Delivering scalable programmes, best practices and product updates that maximise adoption and engagement.
• Using automation and digital tools to manage a high-volume portfolio efficiently.
• Partnering with Product, Marketing, Sales and Finance to align success plans with wider commercial strategy.
• Sharing insight and feedback that continuously sharpens the scaled success motion.

What you'll bring

• Strong relationship-building skills, with the confidence to communicate across multiple accounts and stakeholder levels.
• A track record of managing work efficiently across teams and tools in a fast-paced, ever-changing environment.
• Excellent communication skills, you teach best practice, articulate value and aren't afraid to reframe a problem.
• Confidence in objection handling, negotiation and guiding customers toward impactful decisions.
• An analytical, insight-driven mindset, using data to trigger action and uncover growth opportunities.
• Prior experience in hospitality or working with SMB customers is a strong plus.
• Customer success experience and familiarity with CS platforms and digital engagement tools (e.g. Planhat) is advantageous.

  Bright Purple is proud to be an equal opportunities employer. We partner with clients who share our commitment to diversity and inclusion across the industry.