Customer Success Manager: German Speaking

<p>Department: Customer Success<br>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)<br>Language Requirement: Fluent German (native speaker)</p> <p><strong>About RoomRaccoon</strong></p> <p>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.</p> <h2>Tasks</h2> <p><strong>The Role: Your North Star as a Customer Success Manager</strong></p> <p>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.</p> <p><strong>Key Responsibilities</strong></p> <p><strong><em>1. Customer Success & Strategic Account Management</em></strong></p> <ul> <li>Serve as the main point of contact for a portfolio of hotel clients, ensuring their success throughout the customer lifecycle.</li> <li>Conduct regular business reviews and create success plans to assess product usage, uncover growth opportunities, and align with client goals.</li> <li>Deliver product training and strategic workshops that empower hoteliers to optimize operations using RoomRaccoon.</li> <li>Collaborate cross-functionally with Sales, Implementation, Product, and Support to ensure a seamless customer journey.</li> </ul> <p><strong><em>2. Commercial Growth & Upselling</em></strong></p> <ul> <li>Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals.</li> <li>Proactively identify opportunities within your portfolio for tier upgrades or product add-ons (e.g., Payments, RevPlus or other modules or features).</li> <li>Present and demo product add-ons and new features in a consultative, value-driven manner.</li> <li>Track account health, engagement metrics, and usage data to uncover untapped revenue potential.</li> </ul> <p><strong><em>3. Retention & Risk Mitigation</em></strong></p> <ul> <li>Monitor customer satisfaction, usage trends, and feedback to detect risks of churn early.</li> <li>Develop and execute proactive retention strategies to address pain points before they escalate.</li> <li>Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions.</li> </ul> <h2>Requirements</h2> <p><strong>About You</strong></p> <p><strong>Must-Have Qualifications</strong></p> <ul> <li>Native or fluent in German, with professional proficiency in English.</li> <li>Minimum 2+ years of experience in Customer Success, Account Management, or related client-facing role in SaaS or tech-enabled services.</li> <li>Strong communicator with excellent interpersonal skills; confident leading conversations with stakeholders at all levels.</li> <li>Comfortable identifying and driving commercial opportunities within existing accounts.</li> <li>Self-starter who thrives in a fast-paced, tech-driven environment.</li