Laundryheap is a rapid-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 Role We 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 Responsibilities Serve as the main contact for key accounts across EMEA building strong and trusted relationships Onboard new clients ensuring a smooth and professional transition from Sales Monitor account health usage and service levels - proactively address issues and identify opportunities Analyse client data and feedback to drive continuous improvement and upsell opportunities Collaborate with internal teams to ensure SLAs are met and client expectations are exceeded Conduct regular performance reviews with clients and provide strategic recommendations Support renewals and expansion by identifying growth areas within existing accounts Maintain accurate records of client interactions contracts and feedback using CRM tools Advocate for the client within internal meetings influencing roadmap and process improvements Requirements 3-5 years experience in client success account management or B2B B2B2C relationship management ideally within tech SaaS logistics or hospitality services Strong interpersonal and communication skills - able to manage both operational conversations and executive-level discussions Proven ability to manage multiple clients and projects simultaneously across diverse markets Comfortable with data - able to interpret usage reports client metrics and identify trends Proactive solutions-oriented and commercially minded Experience working in a scale-up or fast-paced environment is a plus Fluency in English required additional languages Arabic French German are a plus Willingness to travel across the EMEA region if required Work Schedule 9-hour shift 8 working hours 5 days a week 2 week-offs based on rota Rotational Shifts - including night Office-based role What We Offer Competitive salary Chance to shape the client success function in a high-growth international company Energetic diverse and collaborative team culture Laundry benefits naturally and employee perks