RoomRaccoon Hotel Tech

Customer Success Manager, German Speaker

RoomRaccoon Hotel Tech

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • 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.

Requirements

  • 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.)
Benefits
  • Performance bonuses
  • Employee Equity Scheme
  • Annual training budget
  • Annual Hotel experience
  • Birthday leave
  • Long service leave and bonuses
  • Quarterly team building budgets & office massages
  • Friday lunches on us
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementSaaSProduct TrainingConsultative SellingRetention StrategiesEngagement MetricsUsage Data AnalysisGrowth OpportunitiesContract Renewals
Soft Skills
Strong CommunicationInterpersonal SkillsOrganizational SkillsDetail-orientedProactive MindsetEmpathySelf-starterAbility to Juggle PrioritiesConfidence in Stakeholder ConversationsCustomer-obsessed