About the role
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
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