Senior Customer Success Manager

Mapal Group is looking for an Edinburgh based Sr. Customer Success Manager
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Reports to: Head of Customer Success UK

Location: Edinburgh

Type: Full-time, Permanent

A Senior Customer Success Manager (SCSM) is responsible for driving long term value and adoption for strategic, key customers by aligning the product’s capabilities with their business goals. SCSMs act as a trusted advisor, proactively managing relationships, mitigating risk, and ensuring a seamless customer experience across complex stakeholder groups. They also collaborate cross‑functionally to influence product direction, drive retention, and identify expansion opportunities.

A SCSM is regarded as a role model of operations and customer management in the Customer Success Team.

• Manage a defined portfolio of Enterprise customers, executing account plans to drive retention and product adoption.
• Protect and grow recurring revenue by managing controllable attrition and maintaining ARR across the portfolio.
• Understand customer goals, growth plans, and key stakeholders to identify cross-sell and upsell opportunities in partnership with Sales.
• Maintain detailed and accurate account records within the CRM system (Planhat).
• Drive scalable success motions such as Business Reviews, enablement sessions, and product adoption initiatives.
• Contribute to the identification and sharing of hospitality industry best practices.
• Act as a trusted advisor, ensuring a consistent and positive customer experience across the customer lifecycle.
• Monitor health and usage data to identify risks, trigger proactive actions, and prevent churn.
• Deliver scalable programs, best practices, and product updates to maximise adoption and engagement.

• Fluent in English (Spanish & French is beneficial).
• Minimum 3 years experience working in Customer Success.
• Minimum 3 years working in SaaS.
• Ability to identify problems and opportunities as well as offer or implement actions and solutions.
• Proven ability to effectively manage work across teams and disciplines
  • Training experience a plus.
• An ability to influence others through effective communication and negotiations.
• Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.

• Excellent oral and written communication skills.
• Excellent personal organization skills and attention to detail.
• Strong people skills. Ability to work well with a diverse multi-cultural environment Willingness to work flexible hours when required.
• Ability to work independently or as part of a team and ability to take direction is a must.
• An exceptional communicator who shares best practices effectively, clearly articulates value, and confidently reframes challenges into opportunities.
• Comfortable in a fast-paced, changing environment.
• Tailors messages, uncovers needs, and challenges assumptions with data and insight.
• Confident in objection handling, negotiation, and guiding customers to impactful decisions.
• Adaptable, organised, and effective in fast-paced environments.
• Analytical and insight-driven, using data to trigger actions and identify growth opportunities.
• Curious, growth-minded, and proactive in learning and sharing knowledge.
• Resilient, solution-focused, and committed to scalable success.

We are a fast-growing B2B SaaS company transforming how hospitality businesses operate through technology. Mapal Group provides an integrated platform that helps restaurants, hotels, and contract catering brands optimize operations, empower their teams, and scale efficiently. Operating across Europe, the UK, and LATAM, we continue to expand our footprint as we accelerate our growth.

Our culture is shaped by six core values:
Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goals.

At Mapal, we believe our differences make us stronger. We’re proud to offer equal opportunities to everyone, no matter your background, identity, or life experience. What matters most to us is your talent, your passion, and the ideas you bring to our team. We’re committed to creating an inclusive workplace where everyone feels valued, respected, and supported. In line with applicable UK regulations, we provide reasonable accommodation for candidates and employees with disabilities.

If you require any assistance during the application or interview process, please inform the Talent Acquisition team.