Key Skills

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 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. 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. About You Must-Have Qualifications 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.) 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

Core Responsibilities

Manage a portfolio of German-speaking hotel clients, guiding them through product adoption, strategic reviews, training, and success planning while coordinating with internal teams. Own renewals, identify and present upsell opportunities, monitor account health, and proactively address customer risks to support retention and growth.

Requirements

Candidates must be fluent in German, professionally proficient in English, and have at least two years of experience in customer success, account management, or a related client-facing role in SaaS or technology-enabled services. They should communicate confidently with stakeholders, identify commercial opportunities, and be organized, proactive, customer-focused, and comfortable in a fast-paced environment.

Benefits

• Performance Bonuses
• Employee Equity Scheme
• Annual Training Budget
• Annual Hotel Experience
• Birthday Leave
• Long Service Leave And Bonuses
• Quarterly Team-Building Budget
• Office Massages
• Friday Lunches
• Global Mobility