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Customer Success Manager – German Speaking
RoomRaccoon Hotel Tech. Serve as the main point of contact for a portfolio of hotel clients throughout the customer lifecycle .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management within the SaaS or tech-enabled services sector, with a strong focus on client engagement, retention strategies, and product training. Proficient in managing client relationships and driving commercial opportunities while ensuring customer satisfaction and success.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementFluent in GermanSaaS ExperienceHospitality Industry Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product TrainingBusiness ReviewsSuccess PlansEngagement Metrics TrackingRetention Strategies
Soft Skills
Strong CommunicationInterpersonal SkillsOrganizedDetail-OrientedEmpathetic
Tools & Technologies
FreshdeskCRM PlatformsPMSChannel ManagersBooking Engines
Industry Keywords
Customer LifecycleChurn Risk DetectionCommercial OpportunitiesTech-Driven EnvironmentProactive Mindset
About the role
Key responsibilities & impact- Serve as the main point of contact for a portfolio of hotel clients throughout the customer lifecycle
- Conduct regular business reviews and create success plans
- Assess product usage, uncover growth opportunities, and align with client goals
- Deliver product training and strategic workshops
- Collaborate with Sales, Implementation, Product, and Support
- Own renewal processes and ensure timely, successful contract renewals
- Identify opportunities for tier upgrades and product add-ons
- Present and demo product add-ons and new features
- Track account health, engagement metrics, and usage data
- Monitor customer satisfaction, usage trends, and feedback to detect churn risks
- Develop and execute proactive retention strategies
- Guide customer conversations toward win-win solutions
Requirements
What you’ll need- 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 communication and 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 Freshdesk or other CRM/ticketing platforms
- Knowledge of the hotel tech ecosystem, including PMS, channel managers, payment solutions, booking engines, and housekeeping systems
Benefits
Comp & perks- 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
- Global Mobility
- Hybrid model
- Opportunity to grow into senior roles
- Regular team events
- International exposure
- Access to cutting-edge hospitality software