Job Description:VP of Client SuccessJob DescriptionAt Bookassist, we deliver cutting-edge solutions that drive exceptional value for our clients. To accelerate our client expansion and revenue growth, we're seeking a VP of Client Success, reporting to the COO, to lead our client success organisation and drive exceptional client outcomes. This role requires an experienced client-facing executive who thrives on direct engagement with VIP hospitality clients while building and scaling high-performing teams. The ideal candidate will be energised by the client growth process, have a demonstrated track record of expanding hospitality client relationships and capturing significant wallet share through strategic account development. They will excel at transforming client satisfaction into measurable revenue growth while building long-term partnerships that drive mutual success.This is a remote working position. The ideal candidate will be based in one of Bookassist's core regions: Ireland, Spain, Italy, Czech Republic, or Austria. The role includes travel as business needs require. Job ResponsibilitiesClient Success Organisation ManagementManagement of the Client Success organisation, including the Client Success, Client Support, Client Implementation and Client Strategy teamsResponsible for client success activity across all marketsAnalyse client data to highlight trends, report on performance and identify optimisation opportunitiesBuild, mentor, and scale a high-performing client success organisation, establishing best practices for client retention, satisfaction, and revenue growth across the teamStrategic Account ManagementBuild strong interpersonal relationships with top-tier strategic hospitality accounts and VIP clients, fostering trust and identifying growth opportunitiesServe as primary escalation point for critical client issues and opportunitiesLead from the front by actively participating in key client discussions and strategic account reviews alongside the broader Client Success teamOwnership of client revenue expansion pipeline, closing upsell/cross-sell business within existing accountsDevelop and execute comprehensive client success strategies and account planning that maximise lifetime value and drive sustainable growthPartner with Sales and Product leadership to shape commercial strategy, client pricing models, and go-to-market initiatives that maximise revenue and client valueRetention & Client SatisfactionAchieve and exceed client retention targets across all segments while driving continuous improvement in client lifecycle managementOwns client revenue performance, retention, and expansion across global marketsMonitor client health scores and satisfaction metrics through comprehensive dashboards, regular pulse surveys, and predictive analytics to identify retention opportunities and renewal risksLead client recovery initiatives for at-risk accounts, developing customised action plans, conducting executive interventions, and coordinating cross-functional rescue efforts to restore client confidence and value realisationClient Implementation & Client Support Oversee client implementation and onboarding processes, establishing standardised workflows, milestone tracking, and success criteria to ensure rapid and seamless client integrationDrive product adoption and feature utilisation across hospitality client base through targeted training programs, usage analytics monitoring, and personalised adoption roadmaps that maximise platform value realisationCoordinate with Product and Development Teams on client-driven enhancements, serving as voice of the client to influence product roadmap priorities and ensure feature development aligns with market demandsEnsure seamless service delivery and client experience optimisation by establishing quality standards, monitoring service performance metrics, and implementing continuous improvement processes across all client touchpointsClient Strategy & OperationsLead client strategy initiatives across Digital Marketing and Metasearch teams, aligning campaign objectives with client business goals and ensuring optimal performance across all digital channels and search platformsDevelop comprehensive client success strategies aligned with business objectives, creating scalable frameworks that balance client outcomes with company growth targets and market positioning requirementsProvide strategic guidance on digital marketing and metasearch optimisation, leveraging industry expertise to advise clients on best practices, emerging trends, and performance enhancement opportunities that drive measurable ROICoordinate cross-functional efforts to deliver integrated client solutions, orchestrating collaboration between Sales, Marketing, Product, and Development teams to ensure cohesive service delivery and unified client experience across all touchpointsThought Leadership Serve as the primary client success evangelist at hospitality conferences, and client events, showcasing Bookassist success stories and best practicesRepresent the company as a thought leader through speaking engagements on client success, Bookassist's direct portfolio and market positioningBuild company reputation as a thought leader in client success methodologiesEnergy and passion for championing innovative solutions and value propositions that drive exceptional client outcomes and long-term partnershipsJob QualificationsExperience8+ years of senior client success, account management, or client-facing leadership experience, building and scaling client success teams in high-growth environments. Proven track record of managing hospitality client relationships and driving revenue growthClient Success LeadershipProven track record of revenue ownership (renewals, upsell, cross-sell) and achieving growth within hospitality client portfolios. Experience collaborating at the C-suite level on pricing, product-market strategy, and customer lifetime value optimisation.Industry KnowledgeStrong background in hospitality, digital marketing, SaaS, or technology solutions, with a deep understanding of metasearch platforms and digital marketing channels a bonusCommunication & LeadershipExceptional presentation and public speaking skills with conference experience. Executive presence with proven ability to represent the company at industry eventsEducationBachelor's degree in Business, Marketing, or related field required. MBA or advanced degree preferredWhat We OfferCompetitive salary Full-time, permanent contractOpportunity for professional development and growth within CSI, Jonas and VertusRemote working with access to Bookassist coworking officesDirect reporting to COO with seat at Executive leadership tableProfessional development allowanceA professional, open, and collaborative working environmentA strong culture of trust and autonomy, offering a direct path to leadership and the opportunity to gain a wide range of hands-on experience by owning a full product portfolio.An environment that encourages intellectual curiosity, experimentation, and professional growth About UsBookassist is a multi-award-winning and leading provider of online booking technology, distribution technology, web design and digital strategy services to the hotel industry internationally. Bookassist creates, manages and continuously optimises digital strategies for hotels and hotel groups. We drive our clients' online business and seek to obtain higher and higher conversion to improve direct booking on our clients' hotel websites. Business Unit:Bookassist (Ireland) Scheduled Weekly Hours:37.5 Number of Openings Available:1 Worker Type:RegularCompany Site: More About Jonas Software:Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.Jonas' vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of "Software for Life." We are committed to technology, product innovation, quality, and exceptional customer service.Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We're a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.Is This You ?