Customer Success

Who you are

• 3+ years working in a hotel/venue, e.g. as an Event Manager, Operations Manager, or in Sales & Events
• First-hand knowledge of how commercial and event teams work day to day
• Strong stakeholder management, from end users to senior decision-makers
• Experience driving change or adoption of new tools or processes with a team
• A structured, organised way of working, with clear follow-through
• Professional fluency in English plus German, French, or Spanish
• Experience in Customer Success, Account Management, or a SaaS company
• Experience managing a portfolio of B2B accounts
• Familiarity with Salesforce or other CRM platforms
• Experience in a scale-up or a newly built CS function
• Exposure to customer health scoring or CS tools (e.g. Gainsight, ChurnZero)
• A third European language
• This job is made for you if you like:
• Building processes, not just following them
• Owning outcomes across a portfolio of accounts
• Working closely with Sales, Professional Services, and Product
• Learning a product deeply and helping customers get real value from it
• A fast-moving scale-up where your work is visible

What the job involves

• We are on a mission to revolutionize the 2T$ hospitality industry and to become a new vertical SaaS giant
• As a rapidly growing SaaS company, with high-performance teams and a collaborative culture, where employee innovation and ideas are encouraged, this position is vital to Thynk’s success
• Own and drive the post-implementation customer lifecycle, from adoption through to renewal readiness, with clear accountability for customer satisfaction, retention, and value realization
• This role is focused on managing and growing customer relationships and outcomes — not the commercial contract, and not partnerships or ecosystem strategy. Account Management owns the contract; Customer Success owns the outcome
• You will report to Nicolas Arfouilloux, our VP Delivery and will work closely with:
• Account Management (renewal risk hand-off, shared account plan, expansion routing)
• Professional Services (handover, delivery feedback)
• Product & Support (issues, adoption metrics, roadmap feedback)
• Sales (new business, strategic expansions, success story and referrals)
• SalesOps (SF data accuracy and licences activation related matters)
• Contribute as an individual contributor in a strong, fully remote team and be a team player in a highly collaborative environment
• You will be responsible for:
• Customer Success (Primary Focus)
• Own the customer lifecycle after onboarding (Professional Services responsibility) through to renewal readiness
• Act as the primary customer owner for adoption and outcomes, building trusted relationships across customer user base teams (IT, marketing, sales, and operations)
• Ensure customers clearly understand, adopt, and realize value from Thynk
• Proactively manage a portfolio of accounts to:
• Drive adoption and usage
• Identify risks early
• Prevent churn and surprise escalations
• Define and execute account success plans for priority customers
• Adoption, Value & Engagement
• Develop and run structured engagement cadences:
• Regular check-ins (business and operational users, system admin)
• Annual business review preparation and coordination (incl. Account management)
• Monitor adoption signals (based on product target KPIs, product real time customer data), support trends, and customer sentiment
• Keep clean records of discussions with clients in Salesforce and Thynk drive
• Own Customer NPS (c-NPS) execution end-to-end for assigned accounts:
• Plan and run c-NPS campaigns in line with the agreed operating model
• Monitor c-NPS results and trends at account and portfolio level
• Lead follow-up actions with detractors and promoters
• Organize or coordinate:
• Customer training sessions / webinars (when needed to drive adoption)
• Targeted customer communications aligned with product evolution
• Contribute to customer community initiatives (events, roundtables) where they directly support retention and adoption, while owning & respecting related budgets
• Risk Management & Retention
• Proactively identify and flag accounts at risk. Maintain the Red Account program. Communicate clearly with Account Management on identified risk
• Coordinate internal resolution with Product, PS, and Support
• Feed renewal risk, adoption health, and value narrative into Account Management's renewal plan, so renewals are predictable and value-driven rather than reactive
• Customer Feedback & Internal Alignment
• Establish structured feedback loops with:
• Product (roadmap input, usability feedback)
• Professional Services (delivery lessons learned - owned by PM)
• Support (recurring issues, friction points)
• Contribute to improving customer-facing processes, tooling, and playbooks
• Participate in post-incident or post-project reviews when relevant
• Handover to Account Management (Commercial Motions)
• Identify expansion opportunities based on customer maturity, adoption level, and business needs, and route them to Account Management for commercial scoping and closing
• Surface renewal risk and the value case supporting it to Account Management ahead of the renewal window; do not own renewal negotiation, pricing, or closing
• Participate in a shared account plan and standing sync with Account Management so commercial and adoption views of the account stay aligned
• Support Account Management with customer context, stakeholder mapping, and usage evidence during renewal and expansion conversations, without leading the commercial discussion

The application process

• Introduction call with Louise Ricoeur (Global HR Lead) — 20 min
• Focused on culture, values, and what it's like to work remotely at Thynk
• Interview with Nicolas Arfouilloux (VP Delivery) — 30 min
• A conversation about the role, your background, what you'd be working on day-to-day, and what excites you about this opportunity
• Interview with Maud Jeannin (Team lead Salesforce Specialists) — 30 min
• Practical exercise - take-home, ~30-45 min
• Based on profiles
• Interview with Nils Scheers (COO) — 30 min
• A final conversation on fit and the bigger picture — what excites you about joining Thynk, and where you see this role going

Benefits

• IT equipment of your choice (Apple or Windows)
• Remote-first
• International team with 21 nationalities on 3 continents
• Monthly meetings and yearly events to gather all the team together
• Work-life balance prioritised