Job Title: Client Success Manager – Hospitality
Location: London
Experience: 1+ Year
About Us
Optimiser is a rapidly growing SaaS company offering innovative platforms including Optimiser CRM and Optimiser Touchpoint, designed to streamline operations, improve engagement and drive measurable results for businesses across industries. With a strong footprint in various industries, we pride ourselves on delivering highly configurable solutions tailored to each client’s needs.
Position Overview
Optimiser is seeking a Client Success Manager with a strong hospitality background to manage and grow relationships with our hotel clients. This role is ideal for someone who has worked within hotel Sales or MICE departments and understands the operational and commercial challenges hotels face.
You will act as the primary point of contact for clients, ensuring successful onboarding, adoption, and ongoing utilisation of the Optimiser hospitality business platform, while delivering measurable value to their business.
Key Responsibilities
Manage a portfolio of hotel clients and act as their primary point of contact
Lead onboarding, implementation, and training for new clients
Ensure smooth integration and usage of CRM with PMS (particularly Opera)
Work closely with Sales, Marketing, and Revenue teams on the client side
Provide ongoing support, guidance, and best practices to maximise product adoption
Troubleshoot client issues and coordinate with internal technical teams for resolution
Conduct regular account reviews and performance check-ins
Identify upsell and cross-sell opportunities based on client needs
Gather client feedback and work with Product teams to enhance the platform
Support clients with campaign execution, segmentation, and CRM usage strategies
Requirements
Minimum 1 year experience in a hotel Sales or MICE department
Strong understanding of hotel operations and commercial functions
Thorough knowledge of PMS systems (Property Management Systems)
Hands-on experience with Opera PMS is essential
Prior experience using a CRM system (hospitality CRM preferred)
Strong troubleshooting and problem-solving skills
Ability to understand and resolve both operational and technical issues
Excellent communication and stakeholder management skills
Highly organised with the ability to manage multiple clients/projects
Preferred Skills
Experience working with hotel groups or multi-property environments
Exposure to integrations (PMS, Channel Manager, Booking Engine, etc.)
Understanding of guest journey, segmentation, and marketing automation
Familiarity with MICE sales processes and event management workflows
What Success Looks Like
Clients are fully onboarded and actively using the platform
High client satisfaction and retention rates
Strong product adoption across Sales & Marketing teams
Timely resolution of client issues
Identification of growth opportunities within accounts
Benefits
Work with a leading hospitality-focused CRM with deep PMS integrations
Exposure to international hotel groups and cutting-edge technology
Opportunity to directly impact client success and product evolution
Fast-paced, collaborative, and growth-oriented environment
Minimum 1 year experience in a hotel Sales or MICE department
Strong understanding of hotel operations and commercial functions
Thorough knowledge of PMS systems (Property Management Systems)
Hands-on experience with Opera PMS is essential
Prior experience using a CRM system (hospitality CRM preferred)
Strong troubleshooting and problem-solving skills
Ability to understand and resolve both operational and technical issues
Excellent communication and stakeholder management skills
Highly organised with the ability to manage multiple clients/projects
E-mail your CV at maitri.mahajan@optimiser.com
55 Broadway, London SW1H 0BD, United Kingdom
