Busqueda Urgente Head of Customer Success

hace 3 semanas

Bogotá, Colombia Cloud9 A tiempo completo

Purpose:

Cloud9 is redefining hospitality through technology-driven, customer-first experiences in the alternative rental (AR) space. As the Head of Customer Success, you will lead and scale Cloud9’s customer experience strategy, ensuring every guest interaction drives satisfaction, loyalty, and business growth. Your leadership will be pivotal in optimizing the end-to-end guest journey, building a high-performing support team, and leveraging data to improve retention and engagement.

Impact:

Your role is mission-critical to Cloud9’s reputation and revenue. By overseeing guest satisfaction, service excellence, and relationship management, you will ensure Cloud9 remains the premier choice for travelers and partners alike. You will work cross-functionally with marketing, sales, operations, and product teams to refine service delivery, optimize loyalty programs, and enhance guest retention.

Challenge:

This is a fast-paced, results-driven role. You will need to balance scaling a personalized, high-touch service model with operational efficiencies powered by automation and AI. Ensuring exceptional guest experiences while managing operational costs will be key to long-term success.

Responsibilities

Guest Experience Leadership:

- Develop and execute Cloud9’s customer success strategy, focusing on proactive guest engagement and service excellence.
- Design and optimize the guest journey from first inquiry to post-stay follow-up, ensuring seamless interactions at every touchpoint.
- Oversee the management of guest escalations, conflict resolution, and service recovery, maintaining Cloud9’s high standards.

Team Leadership & Development:

- Build, lead, and scale a world-class Customer Success Team responsible for guest support, VIP services, and reputation management.
- Establish training programs to ensure all team members are aligned with Cloud9’s brand, values, and service expectations.
- Implement quality assurance and performance metrics to drive team efficiency and continuous improvement.

Customer Retention & Loyalty:

- Develop and manage loyalty programs, referral incentives, and VIP guest initiatives to increase retention and repeat bookings.
- Optimize guest communication strategies, leveraging CRM tools, automation, and personalization.
- Monitor key customer success KPIs, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and repeat booking rates.

Data & Technology Integration:

- Utilize data analytics and AI-powered insights to anticipate guest needs and improve service delivery.
- Implement and manage CRM, chatbot, and customer feedback platforms to enhance efficiency and scale operations.
- Drive strategic decision-making by analyzing guest feedback and identifying trends for continuous improvement.

Cross-Functional Collaboration:

- Work closely with marketing and sales to ensure alignment between customer acquisition and retention strategies.
- Partner with operations and trust & safety teams to streamline guest issue resolution and optimize policies.
- Collaborate with product and tech teams to enhance the digital guest experience and improve automation solutions.

Key Metrics for Success

- Net Promoter Score (NPS): Maintain an 85+ rating, ensuring guest satisfaction and advocacy.
- Customer Retention: Increase repeat guest bookings by 30% year over year.
- Customer Lifetime Value (LTV): Improve by 25% through loyalty and upsell initiatives.
- Response Time & Resolution Rate: Ensure 90%+ of inquiries are addressed within 24 hours.
- Guest Review Scores: Maintain 4.8+ ratings across Airbnb, Vrbo, and other booking platforms.

Requirements

Experience:

- 7+ years of leadership experience in customer success, guest experience, or hospitality service operations.
- Proven track record in scaling customer success teams and optimizing customer experience in a high-growth environment.
- Experience with AI, automation, CRM tools, and customer analytics platforms.
- Strong background in service recovery, customer loyalty strategies, and high-touch hospitality.

Skills:

- Strategic leadership with an ability to scale high-performing teams.
- Data-driven decision-making using customer insights and performance analytics.
- Advanced proficiency in CRM, AI automation, and communication tools.
- Strong stakeholder management skills to collaborate across multiple teams.
- Crisis management and service recovery expertise to handle escalated guest issues effectively.

Traits:

- Guest-obsessed mindset, ensuring Cloud9 delivers unforgettable hospitality experiences.
- Resilient and adaptable in high-pressure, fast-moving environments.
- Highly analytical and metrics-driven, using data to optimize service and engagement.
- Visionary leader who balances tech-driven scalability with personalized service excellence.

Core Values

Competitive Greatness: Thrive under pressure and deliver results when it matters most.

Sincere Candor: Speak the truth with humility and courage to foster growth.

Unimpeachable Character: Build trust through consistent alignment of actions and values.

Intrinsically Motivated: Drive excellence without external prompting.

Why Cloud9?

Join Cloud9 to lead a revolution in hospitality customer success. Work with a team dedicated to delivering unforgettable guest experiences while leveraging cutting-edge technology to scale and optimize service. If you are passionate about guest engagement, retention, and world-class hospitality, this is your opportunity to shape the future of alternative rentals.

Call to Action

Are you ready to lead a customer success transformation in hospitality? Join Cloud9 and create a lasting impact on how guests experience alternative rentals.

Compensation & Location

- Competitive executive compensation package with performance-based incentives.
- Role based in Bogotá HQ with opportunities for global travel.

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