Customer Success Manager
13 days ago
Barcelona
About the company At Nuitée, we are building the API backbone for the global travel industry. Founded in 2017, Nuitée is on a mission to transform a fragmented travel ecosystem with simple, scalable, and API-first infrastructure—think “Stripe for Travel.” By enabling seamless connectivity between hotels, OTAs, fintechs, super-apps, and businesses, some of which are entering the travel market for the first time, Nuitée empowers companies to deliver reliable travel products effortlessly. Our robust platform simplifies complex supplier networks, offering direct access to hotel inventory with better pricing, coverage, and technology. With teams across the globe, including hubs in London, New York, San Francisco, Palma de Mallorca and Casablanca, Nuitée has grown into a global infrastructure provider trusted by industry leaders like Hopper, Expedia, Priceline, Google, and Uber. Now backed by leading VCs and world-class investors including leaders from Booking.com , Stripe, and Shopify, Nuitée is positioned to redefine the B2B travel market, streamline operations for hotels, and enable new applications through cutting-edge APIs. Nuitée is at the forefront of a revolution—delivering AI-powered, smarter, and more personalized travel experiences for a new era. About the Role: Purpose: Maximise conversion, total transaction value and revenue for a portfolio of hi-potential customers. Drive adoption by monitoring and being the single point of ownership for all factors that drive conversion of the customer’s search traffic for a portfolio of high potential customers. You possess strong analytical abilities, enabling you to derive insights from data dashboards. You take initiative and demonstrate excellent project and task management skills, effectively prioritizing problems and focusing on key opportunities. Your communication skills are exceptional, allowing you to collaborate seamlessly with internal stakeholders such as engineering, supply, and customer service teams to resolve issues. Acting as a point of ownership between internal and support teams and the customer, your role will be to quickly and efficiently remove obstacles that are preventing customers from scaling, with key responsibilities for interfacing directly with the rest of the operations teams, as well as Product and Engineering. Our Ideal Candidate: Evidence of at least 5+ years of scaling strategic customers. You will interpret complex data sets, using strong analytical skills and KPI-driven insights to make decisions. These insights will be translated into actionable strategies to improve performance metrics. A combination of commercial and operational customer experience with clear evidence of excellent project management, organization and prioritization. Successfully performed a similar role in an API, SaaS or travel business and preferably in a search traffic and conversion focused business. Ability to act as a strong voice for the customer internally, demanding the necessary improvements and capability delivery from support teams while balancing customer needs with the company’s risk appetite and profitability goals. Proficiency in using customer relationship management (CRM) software and data analytics tools. Be a team player and able to successfully partner with internal teams including operations, product, monitoring and onboarding teams. Be able to champion our values of “Think Big, Sense of Urgency, Stay Humble and Data Driven” internally and externally. Ability to work autonomously while effectively collaborating within a team-oriented environment. Key Responsibilities: Act at the primary operational contact with customers, taking responsibility for driving day-to-day customer performance, following the completion of their onboarding. Drive product adoption and help customers realize measurable value. Engage with the revenue management and pricing teams to assess the impact of pricing changes to drive profitable and sustainable growth. Identify and escalate potential risk scenarios, over-utilization of inventory feeds, compatibility of supply-client quality, clients’, collaborating with the Monitoring team to address concerns. Responsible for performance monitoring and search-and-conversion behavior. Responsible for the growth forecasts for each account and the tracking of account activity. Identify upsell and cross-sell opportunities in partnership with the account management team. Advocate for customer needs internally by providing feedback to product and operations teams. Engage with the internal teams to increase the performance of accounts based on inventory addition, engineering solutions, and adherence to operational safeguards Support the Customer Account Manager by joining client check-ins and performance reviews, providing accurate operational updates and data-based, risk-related insights into account performance. Why Nuitee? At Nuitée, we’re not just reimagining travel—we’re building the infrastructure to power it. Massive Market Opportunity: We are tackling the $9.9tn travel industry, starting with the $75 billion B2B hotel market, a fragmented space filled with outdated systems, gatekeepers, and inefficiencies. Nuitée’s API-first platform is solving this, enabling businesses to access hotel inventory seamlessly and at scale. World-Class Backing: Backed by Accel and visionary leaders across tech and travel—including Booking.com, Stripe, and Shopify—we’re equipped to scale our ambition globally. Bootstrapped Resilience, Startup Agility: Having grown profitably for years without external funding, we combine operational discipline with the speed and innovation of a scaling startup. Global Impact: Our infrastructure supports partners like Hopper, Google, and Uber and enables banks, fintechs, super-apps, and non-travel businesses to offer travel solutions for the first time. AI-Driven Innovation: Nuitée is uniquely positioned to power the future of travel in the AI era—enabling seamless, intelligent, and hyper-personalized travel interactions. By joining Nuitée, you’ll be part of a team that’s building a category-defining platform. You’ll work on a global scale, innovate alongside industry leaders, and help drive the next phase of travel technology. If you’re excited to push boundaries, redefine a multi-trillion-dollar industry, and grow with us—Nuitée is the place for you.
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