Serve as the main point of contact for a portfolio of hotel clients, ensuring their success throughout the customer lifecycle.
Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals.
Deliver product training and strategic workshops that empower hoteliers to optimize operations using RoomRaccoon.
Collaborate cross-functionally with Sales, Implementation, Product, and Support to ensure a seamless customer journey.
Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals.
Proactively identify opportunities within your portfolio for tier upgrades or product add-ons.
Present and demo product add-ons and new features in a consultative, value-driven manner.
Track account health, engagement metrics, and usage data to uncover untapped revenue potential.
Monitor customer satisfaction, usage trends, and feedback to detect risks of churn early.
Develop and execute proactive retention strategies to address pain points before they escalate.

Native or fluent in German, with professional proficiency in English.
Minimum 2+ years of experience in Customer Success, Account Management, or related client-facing role in SaaS or tech-enabled services.
Strong communicator with excellent interpersonal skills; confident leading conversations with stakeholders at all levels.
Comfortable identifying and driving commercial opportunities within existing accounts.
Self-starter who thrives in a fast-paced, tech-driven environment.
Organized, detail-oriented, and capable of juggling multiple priorities under pressure.
Empathetic and customer-obsessed, with a proactive mindset and a bias for action.
Experience in the hospitality industry or a SaaS/B2B tech environment is highly advantageous.
Familiarity with tools like Freshdesk or other CRM/ticketing platforms.
Knowledge of the hotel tech ecosystem (PMS, channel managers, payment solutions, booking engine, housekeeping, etc.)

Customer Success Manager, German Speaker

Key skills