Jobs in Durham, United Kingdom

Founded in 2017, RoomPriceGenie is dedicated to helping hoteliers around the globe achieve optimal pricing. 🌍 We understand that many small hotels face challenges with digitalization, making their operations increasingly complex and often resulting in lost revenue. This is where we come in!

We have developed a powerful solution that enables hotels to set the right prices in just seconds. ⏱️ Our state-of-the-art algorithm analyzes both internal hotel data and market trends to recommend pricing strategies that enhance revenue and improve booking rates.

With customers spanning the globe—from the USA and Canada to Iceland, South Africa, China, Slovenia, Italy, and the UK—RoomPriceGenie has made a meaningful impact in the hospitality industry, and our clients love the results. ❤️

Now, we are excited to expand our customer base and spread the word about how we can support hoteliers in optimizing their pricing strategies. We invite you to join us on this journey! We actively encourage applications from candidates with diverse backgrounds to enrich our team and drive innovation.

As the Head of Account Management (Revenue Management), you will lead and evolve the global Customer Success organisation responsible for driving adoption, retention, and customer satisfaction across our suite of revenue management solutions.

Acting as a strategic partner and trusted advisor to both clients and internal teams, you’ll define the vision, structure, and strategy for how we help our customers achieve measurable success with our products. This role requires a seasoned, data-driven, and empathetic leader with deep knowledge of hospitality revenue management principles, SaaS customer lifecycles, and a passion for developing high-performing teams. You will ensure our customers maximize the value of our solutions while continuously improving the overall customer experience.

Leadership & Strategy

• Define and execute the global Customer Success strategy, aligning it with company growth objectives and customer needs.
• Build, lead, and mentor a team of Revenue Account Managers.
• Develop and monitor KPIs for customer health, retention, and expansion, ensuring a proactive and data-driven approach to success management.
• Partner closely with Product, Sales, and Marketing to ensure customer feedback informs roadmap development and go-to-market strategy.
• Own renewal and expansion strategies, driving adoption and lifetime value across the customer base.

Customer Advocacy & Relationship Management

• Serve as the executive sponsor for key enterprise accounts, fostering trusted relationships at the C-suite and revenue leadership level.
• Champion the voice of the customer internally, ensuring product direction, support, and operations are aligned with customer goals.
• Oversee escalation management, ensuring timely resolution and high satisfaction through collaboration with cross-functional teams.

Operational Excellence

• Design and optimize customer journeys, playbooks, and success frameworks that scale across regions and segments.
• Establish strong reporting and analytics capabilities to track adoption, NPS, renewal rates, and account performance.
• Collaborate with Finance and Sales to accurately forecast renewals and revenue growth from existing customers.
• Standardise onboarding, training, and continuous learning programs to ensure consistent delivery and excellence across all touchpoints.

• 7+ years of experience in Customer Success, Account Management, or Client Services, with 3+ years in leadership roles.
• Experience working with or within hotel technology companies.
• Deep understanding of hospitality revenue management principles, pricing optimization, and hotel distribution ecosystems.
• Proven ability to lead global or multi-regional teams, scaling customer success programs in a SaaS environment.
• Strong analytical mindset.
• Exceptional executive communication and stakeholder management skills.
• Demonstrated success in improving retention, driving adoption, and growing recurring revenue.
• Highly organized, adaptable, and collaborative — a leader who builds trust internally and externally.

• Background in Revenue Management or Hospitality Operations.
• Project management certification or proven ability to manage large-scale process initiatives.
• Experience in a high-growth SaaS company environment.

At RoomPriceGenie, we don’t just offer jobs; we offer an adventure! 🚀 Join us in an exciting startup atmosphere where you can grow your career while changing the world for tens of thousands of independent hoteliers. 🌍 Our global and diverse team is fueled by passion and a shared mission. We thrive in a culture that’s all about transparency, respect, and making a real impact together.

Here’s what you can expect when you become part of our Genie family:

• Remote-First Model: You can work flexibly from anywhere. 🌍🧑💻At the same time, we support co-working and you’re of course welcome to work from our offices in Mannheim, Berlin, or Sydney whenever you like. 🏢
• One Team, One Vision, One Goal: We’re in this together! 🤝 Our Genies are laser-focused on our mission, collaborating to make magic happen. ✨ It’s no wonder we score a stellar 9.3 from our team members! 🌟
• Epic Team Gatherings: Every year, we bring our global crew together 🌎 for a week of networking, brainstorming, and fun. 🎉 Plus, enjoy regular hangouts in our offices to keep the camaraderie alive.
• Growth and Development: We’re all about lifelong learning! 📚 Level up your skills with personal and professional development opportunities. You’ll even snag up to three extra days off each year to focus on your growth. 📈
• 5 Years? 5 Weeks! Stick with us, and we’ll reward your loyalty. After five years, you’ll earn an incredible five weeks of bonus vacation time 🏖️ to recharge and explore the world. 🌍
• Birthday Celebrations: It’s your day, so take it off! 🎂 Celebrate your birthday the way you want, guilt-free.
• Flexible Hours: We get it—life happens! ⏰ We offer flexible working hours to help you balance your work and personal life seamlessly.
• Wellbeing Matters: Your mental health is a top priority. 🧘 Every Genie gets access to Headspace, the leading meditation app, to help you cultivate a happier, healthier, and more zen life. 🌿
• BetterHelp Support: We also offer BetterHelp, a professional online therapy and counseling platform, giving you additional support whenever you need it.💛🧠

We kindly ask that recruitment agencies refrain from reaching out regarding this vacancy. Thank you for your understanding.