Customer Success Manager - German

Position Overview

As a Customer Success Manager (CSM), you will support customers as they transition from onboarding to active, successful, and long-term users of [Employer hidden — sign up to reveal] products. You will be responsible for driving product adoption, retention, customer ROI, and account growth while delivering measurable value across your territory portfolio. This role combines strategic account management with scalable customer engagement, focusing on SMB and Mid-Market customers. Through a blend of one-to-one interactions, one-to-many activities, automation, and digital initiatives, you will foster strong customer relationships and ensure clients achieve their desired business outcomes. Customer portfolios are managed through a flexible operating model, which may include full ownership by an individual CSM, partial ownership shared between CSMs, collaborative management within a territory pod, or fully pod-managed portfolios. This structure enables both personalized engagement and scalable impact while ensuring seamless collaboration across regions and teams.

Key Responsibilities

• Customer Success & Account Management: Guide customers through adoption, value realization, and renewal; build and nurture long-term relationships; act as a trusted advisor aligning customer objectives with [Employer hidden — sign up to reveal] solutions; drive customer satisfaction, loyalty, and retention; proactively identify risks and implement churn prevention strategies; expand customer accounts through upsell and cross-sell opportunities.
• Value Creation & Product Adoption: Ensure customers maximize the value of [Employer hidden — sign up to reveal] products and services; develop and manage Success Plans and Success Snapshots; leverage data-driven insights including whitespace analysis; support customers in achieving measurable business results.
• Scalable Customer Engagement & Commercial Growth: Engage customers through one-to-one, one-to-many, and automated interactions; drive adoption via webinars, roundtables, community initiatives, and digital programs; utilize CRM tools to automate journeys and monitor health metrics; contribute to pipeline generation and revenue growth; identify and qualify expansion opportunities; collaborate with Sales and RevOps.
• Cross-Functional Collaboration: Partner with Sales, Onboarding, Support, Product, Technical Account Managers, and Marketing; collaborate to resolve customer challenges; advocate for customer needs and provide feedback to Product and Engineering teams; support cross-departmental initiatives.
• Strategic Advisory & Change Management: Understand customer business goals and recommend best practices; provide guidance on governance, change management, and operational improvements; support customers in adopting new technologies and workflows; assist in planning strategic initiatives alongside project teams.
• Portfolio & Territory Pod Collaboration: Manage customer portfolios individually or within territory pods; collaborate with regional teams; share ownership of accounts where applicable; contribute to regional strategies and territory success.

Requirements

• Experience: 2–5 years in Customer Success, Account Management, or similar customer-facing role; experience in SaaS and/or hospitality preferred; proven track record of managing relationships, driving retention, and delivering revenue growth; experience in cross-functional and fast-paced environments.
• Skills & Competencies: Fluency in English and German; strong customer-centric mindset; strategic thinking; excellent communication and stakeholder management; ability to prioritize; analytical and problem-solving capabilities; commercial acumen; ability to grasp technological concepts quickly; adaptability and creativity.
• Technical Proficiency: Experience with Gainsight, Salesforce, Confluence, Slack, Jira, and Gong is advantageous; CRM and customer success platforms; PMS platforms and hospitality technology solutions.

What's in it for you?

[Employer hidden — sign up to reveal] was named Best PMS of 2025 and twice recognized as a Best Place to Work in Hotel Tech. Global benefits include company share program, best-in-class parental leave (6 months fully paid for primary caregivers, 2 months for secondary), unlimited paid holiday, work from anywhere via Workation policy, relocation options after 1 year, monthly EDGE time, flexible hybrid working, home office setup budget, and monthly working-from-home and healthcare allowances. Local benefits tailored to each location.

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] has been transforming hospitality since 2012, now powering over 5,000 customers across more than 85 countries. [Employer hidden — sign up to reveal] Hospitality Cloud is a connected platform designed to streamline operations, transform guest experience, and create more profitable businesses. [Employer hidden — sign up to reveal] has been recognized as Best PMS at HotelTechAwards and ranked 24th in FT 1000 fastest-growing European companies in 2021. We are an equal opportunities employer and welcome all backgrounds.

Life at [Employer hidden — sign up to reveal]

You'll experience freedom to be yourself, open communication, and an inclusive community. We have slack channels for every interest and weekly all-company meetings. If our mission, values, and culture sound like your kind of place, we'd love to hear from you. To apply, please submit your application through our careers page. For any support during the application process, contact [Employer hidden — sign up to reveal].