Customer Success Manager

About Juyo Juyo is a hospitality intelligence platform, already powering over 1,600+ hotels globally. Built for hoteliers, by hoteliers, our customers expect us to understand their world, challenge their thinking and help them get more from their technology. This past year, we’ve transitioned from a traditional SaaS company to an AI native one, in our product and in how we work as an organization. That shift touches everything from strategy to the tools our team uses every day, and it’s far from finished. We're looking for someone to help build Customer Success that is AI-native, deeply enabling and relentlessly human. This is not a traditional Customer Success role. It’s for someone who can move between customer, technology, data and business
- helping customers solve meaningful problems, navigate the shift to AI, turn new capabilities into real outcomes and continuously find better ways to work. 🚀

What you'll do
• Be part of the Customer Experience team and help shape how we support, onboard, advise and create value for customers as we grow.
• Leverage your hotel expertise to help customers connect the dots between their data, their business and better commercial decisions.
• Act as a strategic partner, moving beyond troubleshooting towards consulting, problem-solving and helping customers think differently.
• Become an expert in Juyo and help customers get the most from the platform, from onboarding and adoption through to ongoing value.
• Work closely with customers across Revenue Management, Commercial and, increasingly, Finance, HR, F&B, M&E and other hotel teams.
• Use data and technology to investigate questions, uncover insights and get to the “why?”
• Explore where AI can create value
- helping customers understand and implement AI-powered workflows, agents and automation as these become part of how they work.
• Collaborate closely with Product, Support, Integrations and Dev to solve complex customer challenges and bring customer insight back into what we build.
• Help build scalable ways of working, including processes, playbooks, automation and AI workflows that allow us to deliver better customer experiences at scale.
• Champion unreasonable hospitality
- knowing when to automate, when to advise and when a human touch makes all the difference. ✅ What you bring
• 5+ years of experience in Hotel Revenue Management, Commercial Strategy, BI or a closely related hotel performance role.
• A strong understanding of hospitality KPIs, commercial drivers and how hotel businesses actually operate.
• A genuine love of data and AI — you’re curious about what sits behind the numbers and already experiment with AI tools, agents and automation.
• Strong communication skills and the ability to move comfortably between detailed data questions, customer conversations and senior stakeholder discussions.
• A builder’s mindset — you ask better questions, get to the root of problems and find practical solutions. You’re organized, resourceful, proactive and comfortable building as you go.
• A strong sense of urgency — you take ownership, move things forward and don’t wait to be told what to do.
• Autonomous and comfortable with ambiguity — you can create structure where it doesn’t yet exist and stay focused on outcomes rather than waiting for a perfect playbook.
• Most importantly, you enjoy working with customers and care deeply about the people and experience behind the technology. 💡 Bonus
• Experience in SaaS, hospitality technology, Customer Success, onboarding or consulting.
• Experience with AI, agents, automation or AI-powered workflows.
• Multilingual
- fluent English required; other languages are a big plus. 🤝 Why Juyo You’ll be joining at an interesting moment. We’re moving from traditional SaaS to an AI-native hospitality company, and we’re still building what great Customer Experience looks like in that world. You won’t be stepping into a finished playbook. You’ll help create it. AI where it adds value. Humans where they add value. Unreasonable hospitality throughout.