RMS

[Industry: Software Development | Type: Full-time | Level: Mid-Senior level] About RMSAt RMS, our people build scalable technology for the hospitality industry worldwide. We are in a high-growth, high-impact phase, applying data and AI to how we des

You will own customer retention, satisfaction, and lifetime value globally. What you’ll be doing Execute the global Customer Success strategy, translating vision into measurable results that drive customer retention and business growth Build and scale a tiered CSM model (Enterprise, Core, and Tech Touch) to deliver differentiated support and ensure scalability as we grow globally Lead and develop a high-performing, globally distributed team, uplifting capability through coaching, mentorship, and a clear operating rhythm Create and embed frameworks for account planning, QBRs, and customer engagement to drive consistency and excellence in delivery Partner cross-functionally with Product, Sales, Marketing, and Support to ensure the customer voice informs decisions and shapes our roadmap Act as executive sponsor for key strategic accounts, driving advocacy, renewals, and long-term partnerships Deliver measurable improvements in customer retention, satisfaction, product adoption, and expansion revenue What you’ll bring Proven experience leading and scaling Customer Success teams across global or regional markets in a SaaS or subscription-based environment Strong background supporting a high volume of customers and driving success within fast-moving, growth-focused businesses Deep experience improving retention, reducing churn, and increasing NRR at scale Expertise in building and operationalising frameworks, segmentation models, and playbooks that enable consistency and scalability Skilled in developing teams, fostering accountability, and driving capability uplif...