Senior Customer Success Manager, EMEA

the team and leadership.

What We're Looking For You may be a good fit if you have: A hospitality background — revenue management experience is strongly preferred A proven track record in a senior customer-facing role — Customer Success, Account Management, or Consulting — with demonstrated ability to manage enterprise accounts and executive-level stakeholders with confidence and credibility Business-fluent English and French — both are hard

requirements for this role Proficiency with Salesforce, Tableau (or equivalent), and AI-assisted tools for analysis, reporting, and client communication The ability to ramp quickly, tell complex stories clearly, and handle difficult client conversations professionally while driving upsell and renewal outcomes SaaS experience — candidates with as little as 2 years in SaaS will be considered if they bring strong hospitality and enterprise account experience Strong candidates may also have: Deep fluency in hotel KPIs — RevPAR, ADR, RGI, ARI, MPI — and hotel total profitability frameworks including GOP, GOPPAR, and flow-through analysis Knowledge of EMEA hospitality market dynamics across key regions Experience with Gainsight, Salesforce Einstein, or Gong Additional European language skills beyond English and French Why Duetto? Your hospitality expertise is the job. This isn't a generic CSM role where domain knowledge is a nice-to-have — your understanding of how hotels think about revenue, profitability, and commercial performance is what makes you credible and effective from day one. AI handles the admin; you own the relationship. As AI-assisted tools absorb data analysis, reporting, and Salesforce automation, the premium shifts entirely to the human skills — active listening, executive presence, storytelling, and negotiation. That's where this role operates. A close-knit team that takes culture seriously. The EMEA CS team is collaborative and high-performing — this is a backfill of a valued team member, and

the team dynamic is something we're genuinely protective of. Real commercial ownership. You'll have independent authority over customer strategy decisions, on-site visits, and internal escalations — with clear retention and NRR metrics that make success visible and measurable. The Details Location: Spain, UK, France or Germany (Remote) Department: Customer Success Reports to: Director, Customer Success EMEA Direct reports: None Languages required: Business-fluent English and French (both hard

requirements) Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. Sound like you? You don't need a long SaaS CV. If you have genuine hospitality expertise, the executive presence to lead strategic client relationships, and the drive to own a portfolio of EMEA accounts end-to-end — we'd love to hear from you. #LI-REMOTE

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