Job Description:
VP of Client Success
Job Description
At 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 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 enterprise 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 Responsibilities
Client Success Organisation Management
* Management of the Client Success organisation, including the Client Success, Client Support, Client Implementation and Client Strategy teams
* Responsible for client success activity across all markets
* Analyse client data to highlight trends, report on performance and identify optimisation opportunities
* Build, mentor, and scale a high-performing client success organisation, establishing best practices for client retention, satisfaction, and revenue growth across the team
Strategic Account Management
* Build strong interpersonal relationships with top-tier strategic accounts and VIP clients, fostering trust and identifying growth opportunities
* Serve as primary escalation point for critical client issues and opportunities
* Lead from the front by actively participating in key client discussions and strategic account reviews alongside the broader Client Success team
* Ownership of client revenue expansion pipeline, closing upsell/cross-sell business within existing accounts
* Develop and execute comprehensive client success strategies and account planning that maximise lifetime value and drive sustainable growth
* Partner with Sales and Product leadership to shape commercial strategy, client pricing models, and go-to-market initiatives that maximise revenue and client value
Retention & Client Satisfaction
* Achieve and exceed client retention targets across all segments while driving continuous improvement in client lifecycle management
* Owns client revenue performance, retention, and expansion across global markets
* Monitor client health scores and satisfaction metrics through comprehensive dashboards, regular pulse surveys, and predictive analytics to identify retention opportunities and renewal risks
* Lead 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 realisation
Client Implementation & Client Support
* Oversee client implementation and onboarding processes, establishing standardised workflows, milestone tracking, and success criteria to ensure rapid and seamless client integration
* Drive product adoption and feature utilisation across client base through targeted training programs, usage analytics monitoring, and personalised adoption roadmaps that maximise platform value realisation
* Coordinate 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 demands
* Ensure seamless service delivery and client experience optimisation by establishing quality standards, monitoring service performance metrics, and implementing continuous improvement processes across all client touchpoints
Client Strategy & Operations
* Lead 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 platforms
* Develop comprehensive client success strategies aligned with business objectives, creating scalable frameworks that balance client outcomes with company growth targets and market positioning requirements
* Provide 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 ROI
* Coordinate 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 touchpoints
Thought Leadership
* Serve as the primary client success evangelist at industry conferences, and client events, showcasing Bookassist success stories and best practices
* Represent the company as a thought leader through speaking engagements on client success, Bookassist's direct portfolio and market positioning
* Build company reputation as a thought leader in client success methodologies
* Energy and passion for championing innovative solutions and value propositions that drive exceptional client outcomes and long-term partnerships
Job Qualifications
Experience
* 8+ 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 enterprise client relationships and driving revenue growth
* Client Success Leadership
Proven track record of revenue ownership (renewals, upsell, cross-sell) and achieving growth within enterprise client portfolios. Experience collaborating at the C-suite level on pricing, product-market strategy, and customer lifetime value optimisation.
* Industry Knowledge
Strong background in digital marketing, SaaS, or technology solutions, with a deep understanding of metasearch platforms and digital marketing channels a bonus
* Communication & Leadership
Exceptional presentation and public speaking skills with conference experience. Executive presence with proven ability to represent company at industry events
* Education
Bachelor's degree in Business, Marketing, or related field required. MBA or advanced degree preferred
What We Offer
* Competitive salary
* Full-time, permanent contract
* Opportunity for professional development and growth within CSI, Jonas and Vertus
* Remote working with access to Bookassist coworking offices
* Direct reporting to COO with seat at Executive leadership table
* Professional development allowance
* A professional, open, and collaborative working environment
* A 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 Us
Bookassist 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:
Regular
Career Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.
Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.
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