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 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
• Opportunity to shape the client success function in a high-growth international company
• Dynamic, diverse, and collaborative team culture
• Laundry benefits (naturally!) and employee perks