Your Mission, Should You Choose to Accept It 

As our Night Front Office Host, you’re the calm, confident presence that keeps our hotel running while the city sleeps. You greet late arrivals with warmth, help guests settle in and make the night feel safe, smooth and friendly. You own the lobby overnight, keeping everything tidy and welcoming. While others wind down, you take charge of check-ins, and those unexpected moments that make night shifts memorable. You’re the person guests rely on when they need help at 2AM, and the one who hands them a smile before sunrise.  

In Case You Don’t Know Who We Are 

Known for being the rule breakers in hospitality, TSH is a fun, creative and inspiring environment where everyone can work, stay, learn and play and most importantly – be themselves. As an employer we look, act and think like a hotel, but instead we offer a lot more. Think student accommodation, long and short stay options, gyms, talks, events, rooftop bar and eat & drink escapes as well as community and coworking spaces. Located in The Netherlands, Germany, Austria, Italy, France, Spain, Portugal, and the UK, with several new openings on the way, this hybrid hospitality concept may take root in the heart of Europe, but our plans are set for going global. 

What You’ll Do 

• Welcome late-night guests and create a safe, relaxed atmosphere 
• Handle check-ins, payments, reports and night processes with accuracy 
• Keep the lobby clean, organized and comfortable throughout the night 
• Support guests with questions, special requests and unexpected issues 
• Monitor the building and flag anything unusual or urgent 
• Prepare morning handovers and share guest insights with the day team 
• Work closely with Housekeeping and Maintenance when needed 
• Promote The Social Hub spaces and experiences when relevant 

What You’ll Have 

• You have 1-3 years of experience in hospitality or a similar guest-facing role 
• You bring a calm, friendly presence that makes guests feel safe at night 
• You’re comfortable working night shifts on a regular schedule 
• You’re proactive, reliable and great at solving things independently 
• You handle quieter hours and busy moments with the same steady energy 
• You’re comfortable using digital systems like PMS, kiosks and messaging tools 
• You communicate clearly in English and French
• You’re a team player who gives clear handovers and supports smooth operations 

What We Offer:   

• The opportunity to work at a dynamic, multi-national company. Not just another hotel - we’re a game changing innovator, challenging every convention and defining the future   
• The opportunity to work for a Certified B Corp® company that balances profit with positive impact, collaborating with organizations like Movement on the Ground and the TSH Talent Foundation to create meaningful change   
• The chance to learn and grow in your role with the potential for future growth   
• Awesome discounts in all our properties in Europe and not just for you, but also for your friends and family!   
• A wonderful workplace to call home, full of events, fun colleagues and all the other amazing salary/benefits stuff   

Who you are, is how we want you to be. To us, hybrid hospitality goes across the board, from how we service our guests to how we represent ourselves. Here, everyone belongs, and we welcome people no matter their nationality, gender, age, sexual orientation, religion or culture. Your authenticity keeps our team diverse. Come as you are.  

À propos de Pantheon

La plateforme WebOps de Pantheon alimente l’Open Web et héberge plus de 300 000 sites dans le cloud pour des clients tels que Google, Princeton, Salesloft et Médecins Sans Frontières. Chaque jour, des milliers de développeurs et de spécialistes du marketing créent, itèrent et développent des sites WordPress et Drupal pour atteindre des milliards de personnes à travers le monde.

La plateforme multi-tenant de Pantheon permet aux organisations de gérer l’ensemble de leurs sites web depuis un tableau de bord unique. Chaque jour, des organisations telles que Clorox et les Nations Unies créent de la valeur en accélérant leur développement et en publiant en continu, grâce aux workflows collaboratifs de Pantheon.

Le poste

En tant que Customer Success Manager, vous serez responsable d’un portefeuille de clients à haute valeur ajoutée et garantirez la réalisation d’impacts commerciaux mesurables tout au long de leur cycle de vie client. Vous piloterez la fidélisation, le développement (expansion)  et les ventes additionnelles (cross-sell), mettrez en œuvre des plans stratégiques par compte, et agirez comme principal défenseur des intérêts de vos clients ainsi que des partenaires qui les accompagnent.

Vous agirez en tant que conseiller de confiance, en alignant les objectifs business et digitaux des clients avec la valeur de la plateforme Pantheon. Grâce à une solide gestion des relations, à l’analyse des données et à une rigueur opérationnelle, vous accompagnerez vos clients dans leurs transformations, optimiserez l’adoption de la solution et garantirez une réussite commerciale durable, tant pour eux que pour Pantheon.

Ce rôle est hautement transverse : vous collaborerez étroitement avec les équipes Sales, Marketing, Produit, Support et Services afin d’offrir une expérience client cohérente, qualitative et orientée résultats.

Vos responsabilités

Responsabilités principales

• Piloter l’intégralité du cycle de vie client — de l’onboarding au renouvellement et à l’expansion.
• Gérer un portefeuille de comptes enterprise stratégiques avec des approches adaptées aux besoins, à la taille et au potentiel de croissance des clients
• Élaborer des plans de succès, cartographier les parties prenantes et animer des business reviews exécutives
• Surveiller les indicateurs de santé client l’usage et le feedback pour identifier risques et opportunités
• Déployer des programmes et playbooks visant à améliorer l’adoption, la satisfaction et la rétention
• Assurer un suivi rigoureux des activités et des résultats dans les outils CRM et Customer Success

Croissance & expansion

• Être responsable des résultats commerciaux sur votre portefeuille
• Identifier et activer les opportunités d’upsell et de cross-sell
• Accompagner les renouvellements en garantissant une expérience fluide et à forte valeur ajoutée

Collaboration transverse

• Collaborer avec les équipes Produit et Support pour répondre aux besoins techniques et faire remonter les insights clients
• Travailler avec le Marketing sur les campagnes et initiatives de mise en avant clients
• Contribuer avec les équipes opérationnelles à l’activation et à la formation des clients
• Garantir une expérience client fluide en coordonnant les équipes internes

Indicateurs de performance

• Taux de rétention brute (GRR)
• Taux de rétention nette (NRR)
• Satisfaction client (CSAT)

Profil recherché

• 5 à 10 ans d’expérience en Customer Success ou dans un rôle commercial orienté client en interface directe avec des clients enterprise
• Expérience démontrée dans la fidélisation, l’expansion et la vente croisée au sein d’environnements clients complexes
• Excellentes compétences en communication, aisance avec les dirigeants et aptitude à la négociation.
• Capacité prouvée à construire et entretenir des relations solides avec des parties prenantes et des dirigeants de haut niveau
• Expérience avec des outils et plateformes de CRM et Customer Success (ex : Salesforce)
• Aisance avec la prise de décision basée sur les données et la priorisation des comptes
• Esprit hautement collaboratif et aptitude à influencer des équipes transverses

Expérience souhaitée

• Expérience en SaaS, hosting, WebOps ou environnement technique similaire
• Connaissance de WordPress, Drupal ou technologies équivalentes
• Compréhension des modèles d’engagement digital et de suivi de la santé client

Égalité des chances

Chez Pantheon, nous croyons en l’égalité des chances et encourageons toutes les candidatures, quels que soient l’origine, le genre, l’âge, le handicap, l’orientation sexuelle, l’identité de genre ou tout autre critère protégé par la loi. Nous respectons les obligations légales en matière d’accessibilité et nous engageons à fournir des aménagements adaptés aux besoins des personnes en situation de handicap.

Rémunération

La rémunération cible (OTE) pour ce poste est comprise entre:

•  72 000 € et 88 000 € OTE

About Pantheon

Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft, and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations, including Clorox and the United Nations, drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.

The Role

As a Customer Success Manager, you will own a portfolio of high-value customers and be accountable for delivering measurable business outcomes throughout the customer lifecycle. You will drive retention, expansion, and cross-sell within your portfolio, develop and execute strategic account plans, and serve as the primary advocate for your customers and the partners serving them.

You will act as a trusted advisor—aligning customer business and digital objectives with the value of Pantheon’s platform. Leveraging strong relationship management, data insights, and operational rigor, you will guide customers through change, optimize adoption, and ensure long-term commercial success for both the customer and Pantheon.

This role is highly cross-functional: you will work closely with Sales, Marketing, Product, Support, and Services teams to ensure customers receive a consistent, high-quality, and outcome-driven experience.

What You'll Do

Core Responsibilities

• Own end-to-end customer lifecycle management—from onboarding through renewal and expansion.
• Manage a portfolio of enterprise accounts with tailored engagement strategies based on customer needs, scale, and growth potential.
• Conduct strategic success planning, stakeholder mapping, and executive business reviews to drive alignment and achievement of customer objectives.
• Monitor customer health signals, usage data, and sentiment to identify risks, opportunities, and next-best actions proactively.
• Execute lifecycle programs and playbooks that increase adoption, value realization, satisfaction, and retention.
• Maintain accurate documentation of activities, insights, and outcomes within CRM and customer success platforms.

Growth & Expansion Responsibilities

• Own commercial outcomes within your portfolio, ensuring expansion opportunities are identified, prioritized, and executed.
• Use data, product signals, and customer insights to uncover upsell or cross-sell paths that align with customer goals.
• Support both on-cycle and off-cycle renewals with a focus on seamless experience and value reinforcement.

Cross-Functional Collaboration

• Partner with Product and Support teams to address technical needs and to escalate customer insights that inform the roadmap and drive improvements.
• Collaborate with Marketing on campaigns, case studies, and customer advocacy initiatives.
• Work with Operations on customer enablement, education, and digital engagement programs.
• Ensure a frictionless, integrated customer experience by aligning with internal teams to resolve challenges and remove blockers.

Success Metrics

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT)

What You Bring to the Table

• 5-10 years in Customer Success or a similar commercial, customer-facing enterprise role.
• Demonstrated track record of driving retention, expansion, and cross-sell across complex customer environments.
• Strong communication, executive presence, and negotiation skills.
• Proven ability to build and maintain relationships with senior stakeholders and executives.
• Experience managing the customer lifecycle using CRM and CS platforms (e.g., Salesforce).
• Comfort with data-driven decision-making and account prioritization.
• Highly collaborative mindset with the ability to influence cross-functional teams.

Preferred Experience

• Experience in SaaS, hosting, WebOps, or related technical environments.
• Familiarity with WordPress, Drupal, or similar technologies.
• Understanding of digital engagement automation, customer health scoring, and lifecycle modeling.

Pantheon is an equal-opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

Compensation:

The on-target earnings (OTE) range for this role is as follows:

• €72,000–88,000 EUR OTE