Head of Customer Success at CloudNC

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HospitalityIndustries

Requirements

5+ years in guest/customer success (luxury hospitality, boutique, or tech-enabled STR)
Proven record of driving NPS, CSAT, or repeat bookings
Tactical execution skills: show KPIs moved and how
Player-coach leadership style — leads while executing
Master communicator: written, verbal, escalation handling
Bonus levers: Referral systems, review management, loyalty program design

Responsibilities

Raise NPS: Drive NPS ≥70 within 6 months
Boost CSAT: Achieve and hold guest CSAT ≥4.95
Accelerate resolution: Ensure 90%+ of guest issues are resolved in <15 minutes
Grow loyalty: Increase repeat bookings by 20% YoY
Expand referrals: Deliver ≥15% of new bookings from referrals by year-end
Dominate reviews: Hold Airbnb/Booking/Google review scores at ≥4.9 across portfolio
Predict issues: Implement proactive guest communication → reduce escalations by 25%
Systemize delight: Build guest playbooks (VIP touchpoints, pre-arrival, post-stay)
Data-driven CX: Launch guest insights dashboard with 90% adoption across teams
Scale team: Train “Guest Success Academy” for CS associates → 30-day ramp to full productivity

Skills

Key technologies and capabilities for this role

Customer SuccessGuest RelationsCSATNPSCustomer RetentionKPI ManagementPerformance Optimization

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is fully remote and available in the United States or at the Bogotá HQ.

What is the compensation for the Head of Customer Success role?

The role offers a competitive salary plus 2026 equity and a performance bonus tied directly to repeat bookings, CSAT, and NPS.

What are the core values of Cloud9?

The core values are speed, meritocracy, accountability, and execution.

What key outcomes define success in this role?

Success is measured by achieving NPS ≥70, guest CSAT ≥4.95, ≥20% YoY repeat bookings, 90%+ issues resolved in <15 minutes, and other specific KPIs like referrals and review scores.

What skills or qualities make a strong candidate for this role?

Cloud9 seeks doers who solve problems quickly, own guest relationships end-to-end, drive measurable outcomes over effort, and can scale teams through training like the Guest Success Academy; managers who only oversee support will not succeed.

CloudNC

AI tool automating Computer-Aided Manufacturing

About CloudNC

CloudNC operates in the precision manufacturing industry, focusing on automating the Computer-Aided Manufacturing (CAM) process with its main product, CAM Assist. This AI tool streamlines repetitive tasks, allowing manufacturers to concentrate on more complex challenges. By significantly reducing production times from days or hours to mere minutes or seconds, CAM Assist enhances the efficiency of the manufacturing process. Unlike competitors, CloudNC offers its tool as a free add-on to existing CAM software, such as Fusion 360, with plans for integration into other leading packages. The company aims to elevate the manufacturing sector by making it more efficient, reliable, and accessible, leveraging eight years of development by a skilled team in computer science and manufacturing.

London, United KingdomHeadquarters

2015Year Founded

$59.7MTotal Funding

SERIES_BCompany Stage

Industrial & Manufacturing, AI & Machine LearningIndustries

51-200Employees

Risks

Reliance on Autodesk's Fusion 360 could pose risks if platform policies change.

Freemium model may not generate sufficient revenue if users don't convert to premium.

Expansion in Essex requires significant capital, risky if demand growth doesn't materialize.

Differentiation

CloudNC automates precision manufacturing, making it 10x more efficient and sustainable.

Their CAM Assist tool reduces production time from days to minutes.

CloudNC's AI-driven solutions align with the rise of Industry 4.0 technologies.

Upsides

CloudNC raised $45M from Autodesk and Lockheed Martin, boosting their growth potential.

The global CNC machine market is projected to reach $117.65 billion by 2027.

Increased demand for precision parts in aerospace and automotive industries benefits CloudNC.

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