Client Success Manager

Laundryheap is a fast-growing global on-demand laundry and dry cleaning service. Operating in over 14 countries and continuously expanding, we combine tech innovation with exceptional service to make laundry day a thing of the past. We partner with hospitality, corporate, and residential clients to deliver seamless laundry solutions, with a commitment to quality, reliability, and customer happiness.The RoleWe are seeking an experienced Client Success Manager (CSM) to join our growing EMEA team. You will be the key point of contact for our business clients - primarily in the hospitality and corporate sectors - ensuring their satisfaction, retention, and growth across the region.As the voice of the client within the business, you'll collaborate cross-functionally with Operations, Product, Sales, and Marketing to deliver outstanding service and drive long-term partnerships.Key ResponsibilitiesServe as the main contact for key accounts across EMEA, building strong and trusted relationshipsOnboard new clients, ensuring a smooth and professional transition from SalesMonitor account health, usage, and service levels - proactively address issues and identify opportunitiesAnalyse client data and feedback to drive continuous improvement and upsell opportunitiesCollaborate with internal teams to ensure SLAs are met and client expectations are exceededConduct regular performance reviews with clients and provide strategic recommendationsSupport renewals and expansion by identifying growth areas within existing accountsMaintain accurate records of client interactions, contracts, and feedback using CRM toolsAdvocate for the client within internal meetings, influencing roadmap and process improvementsRequirements3-5 years' experience in client success, account management, or B2B / B2B2C relationship management, ideally within tech, SaaS, logistics, or hospitality servicesStrong interpersonal and communication skills - able to manage both operational conversations and executive-level discussionsProven ability to manage multiple clients and projects simultaneously across diverse marketsComfortable with data - able to interpret usage reports, client metrics, and identify trendsProactive, solutions-oriented, and commercially mindedExperience working in a scale-up or fast-paced environment is a plusFluency in English required; additional languages (Arabic, French, German) are a plusWillingness to travel across the EMEA region if requiredWork Schedule9-hour shift (8 working hours + 1 hour break)5 days a week: 2 week-offs rotationalOffice-based roleWhat We OfferCompetitive salaryOpportunity to shape the client success function in a high-growth international companyDynamic, diverse, and collaborative team cultureLaundry benefits (naturally!) and employee perks