Customer Success Manager, Hospitality
This is a future opportunity rather than an active vacancy. This role owns the success of our In-Room Wellness System once it is live in a hotel: the equipment, the guided content platform and the guest experience around them. The job is to make sure hotel teams are properly trained, the product runs without service issues, and engagement data is used to prove value and keep clients renewing. It suits someone who understands that, in luxury hospitality, what happens after installation decides whether a client comes back. While this may not be a live vacancy today, we welcome expressions of interest from people with relevant experience.
About the role
Paragon Studio’s In-Room Wellness System places luxury equipment and an AI-driven workout platform directly into hotel guest rooms, delivered through bespoke drawer inserts or portable trays and accessed by guests via a branded content portal. It is sold on subscription, supported by a maintenance package, a quarterly-refreshed content library and an analytics dashboard.
A Customer Success Manager would own the relationship with each hotel from go-live onwards: training their teams, keeping the system performing flawlessly, monitoring guest engagement, and turning that data into renewals, additional rooms and new sites. Success is measured in guest usage, client retention/renewal and the absence of service issues.
Key responsibilities
- Own the post-launch relationship with each hotel running the In-Room Wellness System
- Train housekeeping, front-of-house and wellness teams to present, deliver and restock the product correctly
- Lead onboarding and go-live so the system performs from the first guest
- Coordinate servicing, maintenance, replacements and refurbishment to prevent issues before they arise
- Monitor the analytics dashboard and translate guest engagement data into clear value for the client
- Use that insight to drive subscription renewals, additional rooms and new sites
- Act as the client's advocate internally, resolving any service issue quickly and discreetly
- Feed guest and operator insight back into content programming and product development
What we're looking for
- Experience in customer success, account management or client services in a premium or subscription-led environment
- An understanding of luxury hospitality and how hotel operations run day to day
- Confidence training and influencing client teams, from housekeeping to general managers
- Comfort working with data and the ability to turn engagement metrics into a commercial story
- Strong organisation and the ability to manage multiple properties without dropping detail
- A proactive instinct to spot and resolve issues before guests or clients notice them
- Composure, discretion and a calm presence with demanding clients
- Commercial awareness, with a clear eye on retention and expansion
Ideal background
Customer success or account management in subscription, SaaS or technology-led products; luxury hotel or wellness operations; or premium brand client services. We are open to people from adjacent sectors who can combine a genuine service mindset with comfort using data.
Why Paragon Studio
Paragon Studio designs and delivers wellness spaces for some of the world’s most discerning clients, across luxury residential, hospitality, commercial and superyacht projects. Founded on Ed Thomas’s work designing gyms for the majority of the world’s largest yachts, the business has built a reputation for design-led, precision-engineered work, and partnerships with names such as Harrods, Soho House and Vogue.
For an ambitious person early in their career, few roles offer this proximity to how a premium business is actually built, or this much real responsibility, this quickly.
Expression of interest
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