🌴 Why join Thynk?

Founded by a team of experienced SaaS founders and hospitality executives, Thynk is on a mission to revolutionize the 2T$ hospitality industry and become a new vertical SaaS giant. Our ambition is fuelled by a fantastic product built on top of the Salesforce platform and a spot on time to market.

We raised a 13M$ Series A from high-profile VCs (NY+EU) to scale our operations and expand to the US. Your role is key at our stage to make sure we scale the right way, it is an opportunity to have a big impact on the company.

Our customers are all over the world and so are we, with team members from 25 nationalities, based on 3 continents and 6 time zones - building a strong common culture while respecting the individual constraints of everyone in our remote-first environment.

Thynk is also going through a deep AI transformation — we are rebuilding how our internal teams work, from sales to delivery, around AI tooling (Claude, Cowork, Code). Joining us today means being on the inside of that shift.

By joining the Thynk Team, you will recognize yourself in our values :

Ambition - We think big and act boldly. We’re organized to move fast, scale quickly and set industry standards.
Care - We believe in the power of being surrounded by a diverse international team of all-stars, who are caring about each other and our customers. We prioritize balance and wellbeing.
Innovation - We look at the big picture to develop new solutions never done before. We believe in asking questions, challenging, and rarely taking no for an answer. We encourage our customers to do the same, and partner with them to bring forth this change.
Service - We develop services for people whose businesses are, above all, about quality of service. Our customers are at the heart of everything we do, and our technology is simply a means of helping them deliver exceptional service to their customers.

📣 About the role

We are on a mission to revolutionize the 2T$ hospitality industry and to become a new vertical SaaS giant.

As a rapidly growing SaaS company, with high-performance teams and a collaborative culture, where employee innovation and ideas are encouraged, this position is vital to Thynk’s success.

Own and drive the post-implementation customer lifecycle, from adoption through to renewal readiness, with clear accountability for customer satisfaction, retention, and value realization.

This role is focused on managing and growing customer relationships and outcomes — not the commercial contract, and not partnerships or ecosystem strategy. Account Management owns the contract; Customer Success owns the outcome.

You will report to Nicolas Arfouilloux, our VP Delivery and will work closely with:

Account Management (renewal risk hand-off, shared account plan, expansion routing)
Professional Services (handover, delivery feedback)
Product & Support (issues, adoption metrics, roadmap feedback)
Sales (new business, strategic expansions, success story and referrals)
SalesOps (SF data accuracy and licences activation related matters)

🧑‍💻 As our Customer Success Manager at Thynk, you will:

Contribute as an individual contributor in a strong, fully remote team and be a team player in a highly collaborative environment.

You will be responsible for:

Customer Success (Primary Focus)

Own the customer lifecycle after onboarding (Professional Services responsibility) through to renewal readiness.
Act as the primary customer owner for adoption and outcomes, building trusted relationships across customer user base teams (IT, marketing, sales, and operations).
Ensure customers clearly understand, adopt, and realize value from Thynk.
Proactively manage a portfolio of accounts to:
- Drive adoption and usage
- Identify risks early
- Prevent churn and surprise escalations
- Define and execute account success plans for priority customers.

Adoption, Value & Engagement

Develop and run structured engagement cadences:

Regular check-ins (business and operational users, system admin)
Annual business review preparation and coordination (incl. Account management)
Monitor adoption signals (based on product target KPIs, product real time customer data), support trends, and customer sentiment.
Keep clean records of discussions with clients in Salesforce and Thynk drive

Own Customer NPS (c-NPS) execution end-to-end for assigned accounts:

Plan and run c-NPS campaigns in line with the agreed operating model
Monitor c-NPS results and trends at account and portfolio level
Lead follow-up actions with detractors and promoters

Organize or coordinate:

Customer training sessions / webinars (when needed to drive adoption)
Targeted customer communications aligned with product evolution
Contribute to customer community initiatives (events, roundtables) where they directly support retention and adoption, while owning & respecting related budgets.

Risk Management & Retention

Proactively identify and flag accounts at risk. Maintain the Red Account program. Communicate clearly with Account Management on identified risk.
Coordinate internal resolution with Product, PS, and Support.
Feed renewal risk, adoption health, and value narrative into Account Management's renewal plan, so renewals are predictable and value-driven rather than reactive.

Customer Feedback & Internal Alignment

Establish structured feedback loops with:

Product (roadmap input, usability feedback)
Professional Services (delivery lessons learned - owned by PM)
Support (recurring issues, friction points)
Contribute to improving customer-facing processes, tooling, and playbooks.
Participate in post-incident or post-project reviews when relevant.

Handover to Account Management (Commercial Motions)

Identify expansion opportunities based on customer maturity, adoption level, and business needs, and route them to Account Management for commercial scoping and closing.
Surface renewal risk and the value case supporting it to Account Management ahead of the renewal window; do not own renewal negotiation, pricing, or closing.
Participate in a shared account plan and standing sync with Account Management so commercial and adoption views of the account stay aligned.
Support Account Management with customer context, stakeholder mapping, and usage evidence during renewal and expansion conversations, without leading the commercial discussion.

🍭 About you

You'll be a great fit if you have:

3+ years working in a hotel/venue, e.g. as an Event Manager, Operations Manager, or in Sales & Events
First-hand knowledge of how commercial and event teams work day to day
Strong stakeholder management, from end users to senior decision-makers
Experience driving change or adoption of new tools or processes with a team
A structured, organised way of working, with clear follow-through
Professional fluency in English plus German, French, or Spanish

Bonus points if you have:

Experience in Customer Success, Account Management, or a SaaS company
Experience managing a portfolio of B2B accounts
Familiarity with Salesforce or other CRM platforms
Experience in a scale-up or a newly built CS function
Exposure to customer health scoring or CS tools (e.g. Gainsight, ChurnZero)
A third European language

This job is made for you if you like:

Building processes, not just following them
Owning outcomes across a portfolio of accounts
Working closely with Sales, Professional Services, and Product
Learning a product deeply and helping customers get real value from it
A fast-moving scale-up where your work is visible

✨ What you can expect :

📺 We will provide the best IT equipment of your choice (Apple or Windows)

💸 We are remote-first : As a fully remote team of repeat entrepreneurs, we value communication, teamwork, and transparency above all.

🌎 Global-first : You will join an international team with 21 nationalities on 3 continents : we organize monthly meetings and yearly events to gather all the team together. English is our first language .

🚀 We are people-first : We care about our people (team members, clients, and partners), we value work-life balance, and consider any request to achieve fulfillment at work

📍 Location

We are a full remote company. For this role, we're looking for candidates based in Europe.

👀 Our hiring process

Introduction call with Louise Ricoeur (Global HR Lead) — 20 min
Focused on culture, values, and what it's like to work remotely at Thynk

Interview with Nicolas Arfouilloux (VP Delivery) — 30 min
A conversation about the role, your background, what you'd be working on day-to-day, and what excites you about this opportunity.

Practical exercise - take-home, ~30-45 min
Based on profiles

Interview with Nils Scheers (COO) — 30 min
A final conversation on fit and the bigger picture — what excites you about joining Thynk, and where you see this role going.

Customer Success Manager