Customer Success Specialist
At a glance
Mid-level Customer Success role at HotelRunner. Izmir · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Guide hotel partners through product setup, rollout and onboarding so they can use the tools effectively
- Diagnose product problems by reviewing data, recreating issues and working with Product or Engineering on fixes
- Help partners resolve integration and connectivity questions, including how the systems work together
- Track product use and engagement, then flag adoption barriers and useful features or integrations
- Turn partner needs into clear input for internal teams and document customer interactions and technical issues in the CRM
What you bring
- You have one to three years in hospitality or accommodation, ideally in a customer-facing, operational or technology role
- You can investigate technical issues and explain solutions clearly to both technical and non-technical people
- You communicate well in English, in writing and conversation
- You are based in Izmir and can work from the office
Who this fits
This role suits someone who combines customer guidance with hands-on technical troubleshooting and can work across Product, Engineering and Sales. You need to be based in Izmir.
From the employer
As HotelRunner, we’re looking for a Customer Success Specialist to join our Izmir R&D Office and help our hotel partners get the most value from our products.
Who We Are
We are a global SaaS-enabled sales management platform and B2B network that connects accommodations, travel agencies, and payment providers to find, contract, connect, and transact with each other online, at scale.
Our platform enables hotels and travel agencies to reach travelers worldwide, optimize their operations, and maximize their revenue.
Our mission is to revolutionize hospitality through the power of technology.
About the Job
As a Customer Success Specialist, you will be the main point of contact for our hotel partners, helping them successfully adopt and get the most out of HotelRunner’s products.
- Analyze and troubleshoot product-related issues, identify root causes, and provide effective solutions to hotel partners.
- Support product configuration, implementation, deployment, and onboarding processes.
- Understand hotel operations and business workflows to help partners use HotelRunner’s products effectively.
- Develop a strong understanding of HotelRunner’s products, technical capabilities, integrations, and system workflows.
- Investigate customer issues by analyzing available data, reproducing problems, and collaborating with Product and Engineering teams when needed.
- Support hotel partners with technical integrations and connectivity-related questions.
- Monitor product usage and customer engagement to identify adoption challenges, technical issues, and opportunities for improvement.
- Translate customer needs into clear, actionable insights for internal teams and contribute to continuous product improvement.
- Work closely with Product, Engineering, and Sales teams to ensure a seamless customer journey.
- Identify opportunities to increase product adoption by introducing relevant features, integrations, and solutions based on customer needs.
- Maintain accurate customer records, technical issues, and interactions in the CRM.
- Build strong relationships with hotel partners through effective communication, technical guidance, and a solution-oriented approach.
Requirements
- A degree in Engineering is a strong plus, preferably in Computer Engineering, Software Engineering, or a related technical field.
- 1–3 years of experience in the hospitality or accommodation industry, preferably in a technology-focused, operational, or customer-facing role.
- Strong technical aptitude, analytical thinking, and problem-solving skills.
- Basic understanding of APIs, integrations, web technologies, and system workflows.
- Familiarity with SQL, databases, or data analysis is a plus.
- Experience with SaaS products, hospitality technology, Property Management Systems (PMS), channel managers, booking engines, or hotel distribution systems is an advantage.
- Ability to investigate technical issues, interpret information, and communicate solutions clearly to both technical and non-technical audiences.
- Strong verbal and written communication skills in English.
- Customer-oriented mindset with the ability to understand business needs and translate them into practical solutions.
- Curious, proactive, adaptable, and eager to learn new technologies and products.
- Strong communication and collaboration skills.
- Living in Izmir.
What is in it for you?
You will focus on what you do best, we'll take care of the rest!
- USD based salary
- Private Health Insurance
- Monthly food card allowance
- Transportation support
- ICF Coaching
- A MacBook and all the necessary equipment
- Unlimited coffee, drinks & Free snacks all and every day
- A day off on your birthday
- HotelRunner Superb Welcome Kit
- A fun office full of creative and dynamic people
- We share some common passions; our motorcycle club is just one of them
- We are running with the idea of “Choose a character to work with, develop your skills”, so the training opportunities are open for every member of the team
- Being a part of results-oriented multinational teams
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