WHO WE ARE
Frontline Performance Group (FPG) is a global leader in hospitality performance improvement, helping hotels and hospitality organizations unlock the full potential of their teams.
Through its innovative IN-Gauge platform, training programs, and performance management solutions, FPG helps hospitality organizations improve employee engagement, enhance guest experiences, and drive measurable business results.
Joining FPG means becoming part of an international team dedicated to helping hospitality professionals and organizations achieve their full potential.
WHO YOU ARE
You are an experienced hospitality professional who has built a successful career creating outstanding guest experiences, developing teams, and driving performance. You may have served in leadership roles such as Duty Manager, Night Manager, Front Office Manager, Guest Relations Manager, Revenue Manager, or similar positions where managing hotel operations, coaching people, and delivering measurable results were central to your success.
You understand the challenges hospitality teams face because you've experienced them firsthand. You know how to build relationships, influence others, solve problems, and help teams improve their performance.
You are comfortable working with technology and excited about the opportunity to apply your hospitality expertise in a SaaS environment. Your communication and presentation skills allow you to engage confidently with hotel leadership, managers, and frontline teams, both virtually and in person.
Building and maintaining strong client relationships comes naturally to you. Your critical thinking, empathy, self-awareness, and collaborative mindset make you a trusted partner. You are highly organized, detail-oriented, and comfortable managing multiple priorities while maintaining a strong focus on customer satisfaction.
If you've built a successful career in hotel operations and are ready to leverage your experience in hospitality technology, this could be an excellent opportunity to take your career in a new direction.
WHAT YOU WILL DO
As a Customer Success Associate (CSA) at Frontline Performance Group (FPG), you will support our Customer Success Consultants in delivering exceptional service to hospitality clients across Europe.
You will play an important role in driving customer engagement, platform adoption, and retention while helping hotel teams maximize the value of FPG's IN-Gauge platform.
Your responsibilities will include supporting customer relationships, coordinating administrative activities, resolving data-related issues, and conducting targeted client training and support sessions.
You will initially focus on supporting properties that require additional guidance, as well as high-performing properties that benefit from periodic engagement.
As you develop your expertise and demonstrate success, you may have the opportunity to manage your own portfolio of clients and grow into a Customer Success Consultant role.
HOW YOU WILL DO IT
Customer Success & Relationship Management
Support Customer Success Consultants in managing client relationships and ensuring a positive customer experience.
Conduct client-facing meetings and training sessions focused on platform adoption, performance improvement, and specific customer needs.
Build strong relationships with hotel leadership and operational teams, serving as a trusted resource.
Support properties requiring additional attention to improve engagement, adoption, and performance.
Provide coverage for Customer Success Consultants during absences or scheduling conflicts.
Collaborate with regional and global colleagues to share best practices and improve the customer experience.
Platform Adoption & Training
Develop expert-level knowledge of FPG's IN-Gauge platform through structured onboarding and ongoing training.
Support customers throughout their onboarding journey, including training, certification, and platform adoption.
Help hotel teams effectively utilize…