Customer Success Manager (Italian speaker)

About Booking.com for Business

At Booking.com for Business, we are transforming the way companies and professionals travel. Our mission is to simplify business travel through a powerful, user-friendly platform that helps businesses save time, reduce costs, and enhance the travel experience for their employees. We empower small and medium-sized enterprises (SMEs) to unlock the full potential of managed travel—globally and effortlessly.

Role Description:

As a Customer Success Manager at Booking.com for Business, you are the trusted face and voice of our platform for corporate customers around the globe. Whether representing us at international business events and trade fairs or engaging directly with clients via phone and web meetings, you will be the key driver in attracting, connecting with, and supporting our business travel users. You’ll bring passion, expertise, and a service-first mindset to every interaction—helping customers navigate our platform and adopt it in ways that bring real value to their companies. Your goal is to build long-lasting relationships grounded in trust, loyalty, and mutual success.

You will contact, attract, connect, and inform corporate customers of our products and services at business events, fairs, and through phone and web meetings. Sharing your knowledge and passion, you will guide customers and teams in using Booking.com for Business to best fit their company’s needs. You will become an expert in the Business Travel industry, continuously enriching your knowledge for and with all stakeholders involved. With excellent communication skills and a strong service-minded attitude, you are the ideal connector to bring people together to experience the world through Booking.com for Business.

Your key objective will be owning the customer lifecycle by activating and converting high-value (potential) small business customers into loyal ambassadors. You will coach, educate, and advise them through training, webinars, calls, and interactive support materials, giving them the confidence to be experts in using our product and to spread the word.

Key Job Responsibilities and Duties:

• Customer Lifecycle Ownership: Guide new and existing SME customers through the full customer journey—from onboarding and adoption to optimization and advocacy.
• Client Engagement: Regularly engage with customers via virtual meetings, phone calls, webinars, and live events to understand their business travel needs and demonstrate how Booking.com for Business can meet those needs.
• Product Education: Deliver tailored training and product walk-throughs to ensure customers are confident and capable in using our platform independently.
• Relationship Building: Act as the key point of contact and trusted advisor, building relationships grounded in trust, loyalty, and mutual success.
• Advocacy Development: Identify high-value users and support them in becoming Booking.com for Business ambassadors, promoting organic growth and user adoption.
• Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to relay customer feedback and drive continuous improvement in our offerings.
• Event Representation: Represent Booking.com for Business at relevant industry trade shows, conferences, and networking events to attract new customers and strengthen existing relationships.

Qualifications & Skills:

• Italian speaker
• Education: Master’s degree in Business, Hospitality Management, Marketing, or work experience in a related field.
• Experience: 5+ years of relevant experience in the hospitality or commercial services sector, preferably in a customer-facing B2B role.
• Customer-Centric Mindset: Passion for delivering top-tier service and solving customer problems with empathy and efficiency.
• Presentation Skills: Comfortable hosting webinars, leading training sessions, and representing the brand at events.
• Commercial Acumen: Strong understanding of business travel dynamics and the ability to align platform capabilities with customer goals.
• Tech-Savvy: Comfortable working with digital tools, CRM platforms (e.g., Salesforce), and virtual meeting platforms.
• Team Player: Collaborative mindset with the ability to work cross-functionally and contribute to a shared vision.

Benefits & Perks - Global Impact, Personal Relevance:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.