Head of Customer Success
hace 1 semana
About UsOur mission to revolutionize the hospitality industry. We exist to reinvent hospitality with AI-driven execution.By transforming long-term luxury rentals into exceptional short-term experiences, we deliver unparalleled quality and service to our guests.At the same time, we empower property managers to unlock the full potential of their properties, maximizing their buildings top line. Our vision? To become the go-to solution for property managers across the U.S. We're expanding city by city, bringing our innovative approach and passion for excellence to new markets and communities. What makes Cloud9 truly unique isn't just our commitment to service—it's our people. We believe in the power of teamwork to drive success. Whether you're a guest, a partner, or part of our team, you'll find collaboration, trust, and shared purpose at the heart of everything we do.We don't hire to fill seats. We hire to pull levers that move numbers. Outcomes > effort > intentions.Our core values arespeed, meritocracy, accountability, and execution.About This RoleThis is a high-impact growth role. At Cloud9, your efforts will unlock a repeat-guest engine that compounds revenue, drives referrals, and establishes a five-star brand moat. You will be responsible for the guest relationship from booking through departure and beyond. Managers who simply "oversee" support will not thrive here—we want proactive doers who solve problems in minutes, not hours. Guest loyalty, referral revenue, and public review scores depend directly on your actions.What You Will Be Doing (Outcomes, Not Tasks)- Raise NPS: Drive NPS ≥70 within 6 months.- Boost CSAT: Achieve and hold guest CSAT ≥4.95.Accelerate resolution: Ensure 90%+ of guest issues are resolved in- Grow loyalty: Increase repeat bookings by 20% YoY.- Expand referrals: Deliver ≥15% of new bookings from referrals by year-end.- Dominate reviews: Hold Airbnb/Booking/Google review scores at ≥4.9 across portfolio.- Predict issues: Implement proactive guest communication → reduce escalations by 25%.- Systemize delight: Build guest playbooks (VIP touchpoints, pre-arrival, post-stay).- Data-driven CX: Launch guest insights dashboard with 90% adoption across teams.- Scale team: Train "Guest Success Academy" for CS associates → 30-day ramp to full productivity.Results (Success Looks Like…)NPS consistently ≥70.Guest CSAT holds ≥4.95.≥20% YoY repeat bookings.90%+ of issues resolved within 15 minutes.≥15% of new bookings sourced from referrals.Portfolio review scores ≥4.9 across platforms.Escalations reduced by 25%.Guest playbooks validated across markets.What We' Re Looking For5+ years in guest/customer success (luxury hospitality, boutique, or tech-enabled STR).Proven record of driving NPS, CSAT, or repeat bookings.Tactical execution skills: show KPIs moved and how.Player-coach leadership style — leads while executing.Master communicator: written, verbal, escalation handling.Bonus levers: Referral systems, review management, loyalty program design.Who This Role Is NOT ForPeople who confuse effort with results.Managers who only oversee support tickets.Anyone afraid of direct, real-time feedback.Those who protect feelings over standards.Compensation, Benefits & RelocationCompetitive salary equity + performance bonus tied directly to repeat bookings, CSAT, and NPS.PTO (accountable use).Relocation support to Bogotá HQ if desired.7/30/90 Day Scorecard- Day 7: Deliver baseline CSAT/NPS dashboard.- Day 30: Launch guest resolution playbook pilot.Day 90: NPS ≥70, CSAT ≥4.95, 90%+ resolution in
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Head of Engineering
hace 5 días
Bogotá, Bogotá D.E., Colombia Dapta A tiempo completo US$75.000 - US$150.000 al añoAbout DaptaDapta is a no-code platform for backend and APIs. Our mission is to help businesses streamline their backend operations and API integrations to reduce the time and resources required to build and maintain their backend systems. We're searching for a rockstar Head of Sales part of our founding team to drive our sales growth globally.Job SummaryThe...
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Head of Growth
hace 2 semanas
Bogotá, Bogotá D.E., Colombia Sellerfy A tiempo completo US$80.000 - US$120.000 al añoCompany DescriptionSellerfy is an AI-powered platform designed to help businesses achieve success on eCommerce. With advanced predictive diagnostics and automated ecommerce management features, Sellerfy empowers businesses to streamline their operations and optimize their performance. The platform is focused on providing comprehensive support in Spanish,...
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Manager of Customer Success
hace 5 días
Bogotá, Bogotá D.E., Colombia Bia Energy A tiempo completo $1.200.000 - $2.400.000 al añoEn Bia Energy buscamos talentos visionarios, innovadores y agentes del cambio que estén dispuestos a redefinir los límites y marcar la diferencia en todo lo que hacemos. Si estás buscando más que un trabajo y estás ansioso por unirte a una comunidad que abraza la ambición de hacer las cosas de manera diferente llegaste al lugar correctoTu misión como...
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Head of Sales
hace 5 días
Bogotá, Bogotá D.E., Colombia Dapta A tiempo completo US$60.000 - US$120.000 al añoAbout DaptaDapta is a no-code platform for backend and APIs. Our mission is to help businesses streamline their backend operations and API integrations to reduce the time and resources required to build and maintain their backend systems. We're searching for a rockstar Head of Sales part of our founding team to drive our sales growth globally.Job SummaryAs...
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Head of Operations
hace 1 semana
Bogotá, Bogotá D.E., Colombia Cardif Colombia Seguros Generales S A A tiempo completo $6.000.000 - $12.000.000 al añoNew Position: Head of OperationsFrom Cardif Colombia - General Insurance, a company belonging to the BNP Paribas Group, we present the following position that is opening in the company. TheHead of Operationswill be responsible for leading the Implementation, Production, Customer Service, Claims, and Third-Party Payments areas; in order to ensure the...
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Head of Partnerships
hace 2 semanas
Bogotá, Bogotá D.E., Colombia Tickmill A tiempo completo US$60.000 - US$120.000 al añoAre you looking for the next professional opportunity, that will challenge you and advance your career? Join our team nowTickmill is looking to hire a Head of Partnerships (LATAM)to join our rapidly expanding LATAM region.This is a role that plays a key part in driving revenue growth by acquiring new company clients and maintaining relationships with...
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Head of Partnerships
hace 2 semanas
Bogotá, Bogotá D.E., Colombia Tickmill A tiempo completo $1.500.000 - $3.000.000 al añoAre you looking for the next professional opportunity, that will challenge you and advance your career?Join our team nowTickmill is looking to hire aHead of Partnerships (LATAM)to join our rapidly expanding LATAM region.This is a role that plays a key part in driving revenue growth by acquiring new company clients and maintaining relationships with existing...
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Head of CSA
hace 1 semana
Bogotá, Bogotá D.E., Colombia Havas Colombia A tiempo completo $2.500.000 - $6.000.000 al añoHead of CSA -Ubicación:Bogotá - Modalidad:HíbridaEn HAVAS Buscamos a nuestro próximoHead of CSA (Customer Science & Analytics), un perfilestratégico, visionario y con ADN de agencia, capaz de conectar laciencia de datos, la estrategia y la creatividadpara impulsar el crecimiento del negocio.Tu misión:Liderar la estrategia de crecimiento y evolución...
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Head of Quality Assurance
hace 20 horas
Bogotá, Bogotá D.E., Colombia Hirewise A tiempo completoCompany DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time, on-site role for the Head of Quality Assurance, located in Bogota, D.C. The role involves overseeing all quality assurance activities across the organization to ensure compliance with established standards and processes. Daily responsibilities include managing quality...
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Customer Success Account Manager
hace 20 horas
Bogotá, Bogotá D.E., Colombia Microsoft A tiempo completoOverviewWith over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers...
