Customer Success Operations Manager
At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.
About the role...
You'll lead a team of Optimisation Specialists and Revenue Optimisation Consultants that deliver strategic revenue management advisory. Your leadership will drive customer satisfaction, retention, and measurable revenue growth through exceptional optimization strategies across both technology adoption and hotel revenue performance.
What you’ll do…
Lead, mentor, and develop a hybrid team of Team Leads and Revenue Consultants across multiple locations.
Build and implement comprehensive revenue optimization strategies that drive RevPAR improvements and maximize gross booking value.
Deliver actionable insights on pricing, channel mix, demand forecasting, and competitive positioning.
Collaborate cross-functionally with Product, Engineering, and Operations to scale optimization programs and best practices.
Oversee program delivery, monitor KPIs, and coach your team to consistently exceed targets.
Translate complex data and analytics into clear, actionable strategies for both individual accounts and broader programs.
What you have…
5+ years in hotel revenue management, hospitality tech, BPO operations, or strategic account management, with 2+ years in leadership.
Proven experience managing senior contributors and frontline teams (2 levels below director), building programs from scratch, and driving measurable results.
Strong analytical and technical skills: Excel, SQL, BI platforms, Salesforce reporting, PMS systems.
Deep understanding of hotel revenue management, pricing strategies, channel distribution, and demand forecasting.
CRME/CHRM certification or prior Revenue Manager / hotel operations experience preferred.
Fluent English; experience leading teams across multiple time zones a plus.
Our Perks & Benefits…
Equity packages for you to be a part of the SiteMinder journey
Hybrid working model (in-office & from home)
Mental health and well-being initiatives
Generous parental (including secondary) leave policy
Paid birthday, study and volunteering leave every year
Sponsored social clubs, team events, and celebrations
Employee Resource Groups (ERG) to help you connect and get involved
Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.