RoomRaccoon
2 days ago
Customer Success Manager: German Speaking
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Company information
- Company
- RoomRaccoon
- Location
- Breda Germany
- Posted
- 2 days ago
Job description
Department: Customer Success
Location: Remote (DE based) or in one of our office locations (Lisbon, Breda or Cape Town) Contract Type: Full-time (12-month freelance contract, with a view to permanent)
Language Requirement: Fluent German (native speaker)
About RoomRaccoon
RoomRaccoon is an award-winning, all-in-one hotel management system (HMS) on a mission to revolutionize the way independent hotels operate. Since our founding in 2017, we've grown to a global team of 110+ Raccooners, proudly serving over 2,000 hotels across Europe, the US, and Africa. Our culture is bold, innovative, and passionate — just like the hoteliers we support.
Tasks
The Role: Your North Star as a Customer Success Manager
As a Customer Success Manager (CSM), you will be at the heart of RoomRaccoon’s mission — helping our hotel partners achieve maximum value from our solutions while identifying growth opportunities. You will be the trusted advisor and commercial partner to a portfolio of German-speaking hoteliers, supporting them through strategic consultation, product education, and data-driven upsell initiatives.
Key Responsibilities
1. Customer Success & Strategic Account Management
- 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.
2. Commercial Growth & Upselling
- 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 (e.g., Payments, RevPlus or 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 untapped revenue potential.
3. Retention & Risk Mitigation
- 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.
- Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions.
Requirements
About You
Must-Have Qualifications
- 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.
Nice-to-Have
- 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
Why Join RoomRaccoon?
- Be part of a high-growth, global hospitality tech company that’s reshaping how hotels operate.
- Work with a dynamic, supportive team who values initiative, autonomy, and creativity.
- Opportunity to grow into senior roles as we scale across markets and expand our product suite.
- Regular team events, international exposure, and access to cutting-edge hospitality software.
Perks:
- 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
RoomRaccoon Values
- Accountability
- Beat Yesterday
- Clock Speed
- Deals a Deal
- Empower Another
Required skills
- sales
- initiative
- communication
- interpersonal skills
- customer satisfaction
- full-time
- remote
- freelance
- crm
- support
- saas
- account management
- lisbon
- proactive mindset
- autonomy
- housekeeping
- pressure
- payments
- permanent
- hospitality industry
- creativity
- product
- bonuses
- implementation
- pms
- team events
- cape town
- detail-oriented
- organized
- birthday leave
- self-starter
- dynamic team
- customer lifecycle
- payment solutions
- stakeholders
- fast-paced
- mac environment
- modules
- accountability
- commercial opportunities
- customer success manager
- empathetic
- performance bonuses
- international exposure
- upselling
- features
- global
- product training
- native speaker
- freshdesk
- retention strategies
- german speaking
- fluent german
- priorities
- office massages
- churn
- customer-first mindset
- bias for action
- hybrid model
- ticketing platforms
- b2b tech
- account health
- high-growth
- channel managers
- customer-obsessed
- success plans
- long service leave
- global mobility
- business reviews
- hospitality tech
- senior roles
- engagement metrics
- annual training budget
- breda
- client-facing role
- usage data
- hotel management system
- booking engine
- demo
- tech-driven environment
- tech-enabled services
- cutting-edge software
- strategic workshops
- revenue potential
- friday lunches
- renewal processes
- hms
- product add-ons
- revplus
- hotel tech ecosystem
- employee equity scheme
- annual hotel experience
- quarterly team building budgets
- beat yesterday
- clock speed
- deals a deal
- empower another
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