Vice President of Customer Success

Company Description

Martinhal Luxury Resorts is a collection of family-focused hotels and residences that blend luxury, contemporary design, and genuine hospitality. Originating in Sagres in 2010 with the Martinhal Sagres Beach Family Resort, the brand has expanded to include premium properties in Quinta do Lago, Lisbon Chiado, and Lisbon Oriente, including the new Martinhal Residences. Martinhal offers a collaborative, international environment where team members are valued and supported. Joining Martinhal means working with colleagues from around the world who share a passion for service, quality, and family-oriented guest experiences. The company emphasizes long-term relationships, both within the team and with guests. Role Description The Vice President of Customer Success is a full-time, remote leadership role responsible for driving an exceptional end-to-end guest and owner experience across Martinhal’s portfolio. This position oversees customer success strategy, sets performance standards, and leads teams focused on customer satisfaction, retention, and loyalty. Day-to-day responsibilities include defining and monitoring customer success metrics, guiding account management for key partners and residence owners, and collaborating with sales, operations, and marketing to optimize the customer journey. The role also involves developing scalable processes, implementing feedback loops, and resolving complex issues to ensure consistent, high-quality service. The Vice President will mentor and develop team members, contribute to long-term growth initiatives, and represent the customer voice in strategic decision-making.

Qualifications

Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving service quality and loyalty. Experience in Customer Retention and Account Management, including managing key accounts and long-term stakeholder relationships. Background in Sales related to hospitality or service industries, with the ability to align customer success initiatives to commercial goals. Strong leadership capabilities, including building and guiding distributed teams, setting clear objectives, and managing performance. Excellent communication, negotiation, and interpersonal skills, with the ability to influence cross-functional partners and senior stakeholders. Strategic thinking and analytical abilities, including experience with data-driven decision-making, KPIs, and customer success platforms. Proven experience in hospitality, travel, luxury brands, or similar customer-centric environments is highly beneficial. Bachelor’s degree in Business, Hospitality Management, or a related field; advanced degree is a plus.