At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!
What We Do…
We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.And today, we’re the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.
About The Customer Success Enablement Specialist Role...
The Customer Success Enablement Specialist to optimise customer experiences through data-driven insights, cross-functional collaboration, and strategic project management. This role combines customer empathy with analytical rigour to drive meaningful improvements across the customer journey.
What You'll Do...
- Customer Journey Optimisation & Analysis
- Conduct comprehensive audits of existing customer experiences to identify friction points and optimisation opportunities
- Develop detailed customer journey maps that highlight pain points, emotional touchpoints, and areas for enhancement
- Lead customer research initiatives through direct engagement and collaboration with frontline teams
- Serve as the voice of the customer advocating for customer-centric solutions
- Analyse customer pipelines, conversion funnels, and behavioural data using Excel, SQL (bonus),, Salesforce, and AI-powered analytics tools
- Generate actionable insights on customer retention, churn patterns, and optimisation strategies through comprehensive reports and stakeholder presentations
- Requirements Gathering, Technical Liaison & Frontline Enablement
- Collaborate with business stakeholders to collect, document, and prioritise requirements for customer journey improvements, process enhancements, and reporting solutions
- Translate business needs into clear technical specifications for development and implementation teams
- Act as the primary business owner for customer success technical initiatives, conducting quality assurance reviews, UAT and refining requirements throughout project lifecycles
- Ensure alignment between business objectives and technical deliverables
- Create comprehensive documentation and training materials for frontline teams to support process changes and new feature rollouts, including working with product marketing and team leads to provide scripting to articulate our value propositions.
- Cross-Functional Project Management
- Drive end-to-end project delivery across multiple departments and stakeholder groups
- Facilitate effective communication between teams, ensuring clear understanding of requirements and expectations
- With the support of the Customer Success Enablement Manager, coordinate project timelines, resources, and deliverables to meet strategic objectives
- Provide regular project status updates and proactively escalate potential blockers
- Build and maintain strong relationships with stakeholders across all organisational functions
What You'll Have...
- Advanced proficiency in Excel and Salesforce; SQL experience preferred
- Experience with customer analytics, journey mapping, and user experience optimisation
- Strong project management skills with ability to coordinate cross-functional initiatives
- Excellent written and verbal communication skills, including presentation development
- Proven ability to translate data into actionable business insights
- Experience in customer research methodologies and voice-of-customer programmes
Preferred Skills And Qualifications
- Familiarity with AI-powered analytics tools and customer intelligence platforms
- Background in customer success, user experience, or business analysis roles
- Experience working in fast-paced, data-driven environments
- Strong stakeholder management and relationship-building skills
- Recognised project management qualifications or certifications
Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.
