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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 industry, with a strong focus on client engagement, retention strategies, and optimizing product usage. Proficient in delivering training and workshops while effectively communicating with stakeholders at all levels.
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
Customer EngagementProduct TrainingData AnalysisRetention StrategiesCommercial Opportunity Identification
Soft Skills
Strong CommunicationInterpersonal SkillsOrganizational SkillsEmpathyProactive Mindset
Tools & Technologies
FreshdeskCRM PlatformsRoomRaccoonPMSChannel Managers
Industry Keywords
Hotel Tech EcosystemB2B TechClient Lifecycle ManagementCustomer SatisfactionChurn Risk Monitoring
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 to assess product usage, uncover growth opportunities, and align with client goals
- Deliver product training and strategic workshops to help hoteliers optimize operations using RoomRaccoon
- Collaborate with Sales, Implementation, Product, and Support to ensure a seamless customer journey
- Own renewal processes within the account portfolio
- Identify opportunities for tier upgrades and product add-ons such as Payments, RevPlus, and other modules or features
- 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 revenue potential
- 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 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
Comp & perks- Opportunity to grow into senior roles as we scale across markets and expand our product suite
- Regular team events
- International exposure
- Access to cutting-edge hospitality software
- Mac environment
- 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