Customer Success Manager (German Speaking)
New
EMEAFull-TimeMiddle
Salary€65,000 – €80,000, including a fixed annual salary and a performance-based bonus paid quarterly.
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Job Details
- Languages
- Native-level German and English (written and spoken) is required.
- Experience
- 3+ years
- Required Skills
- Data AnalysisSalesforceAccount ManagementProcess improvementCustomer Success
Requirements
- 3+ years of Customer Success or Account Management experience in a B2B SaaS environment.
- Focus on post-onboarding account lifecycle, adoption, and retention.
- Native-level German and English (written and spoken) proficiency.
- Strong hands-on experience using Gainsight.
- Strong hands-on experience using Salesforce.
- Strong hands-on experience using AI platforms, specifically Claude.
- Proven ability to manage KPIs and analyze customer health data.
- Demonstrated ability to build and refine scalable operational processes.
- Experience building strong, cross-functional relationships with diverse stakeholders in a hotel organization.
- Hospitality technology or hotel operations experience is highly desired.
Responsibilities
- Take full ownership of the post-onboarding "in-life" relationship with customers, ensuring long-term retention, satisfaction, and advocacy.
- Proactively monitor customer usage and engagement to ensure clients are fully adopting the product and achieving strategic goals.
- Regularly assess customer health metrics to develop proactive engagement strategies and mitigate churn risk.
- Collaborate with EMEA Customer Success leadership to design, test, and implement new post-implementation processes and workflows.
- Act as a trusted advisor to uncover pain points, unlock cross-sell and upsell opportunities, and partner with Sales to expand revenue.
- Conduct regional travel for in-person strategic meetings or business reviews with high-value accounts.
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