RoomRaccoon Is Hiring A Customer Success Manager

Join a dynamic hospitality SaaS leader as a Customer Success Manager (German Speaker) and help hoteliers maximize their success while growing with RoomRaccoon! 🚀

About RoomRaccoon

RoomRaccoon is a rapidly expanding platform providing innovative solutions for independent hoteliers worldwide. We empower hotels to operate smarter, increase sales, and stay in control—covering bookings, payments, revenue management, and automation—everything in one integrated system. 🌍

The Role: Your North Star as a Customer Success Manager

As a Customer Success Manager (CSM), you will be the heart of our mission—helping our hotel partners achieve the maximum value from our solutions while discovering new growth opportunities. You will serve as a trusted advisor and partner for a portfolio of German-speaking hoteliers, guiding them through strategic consultation, product education, and data-driven upselling initiatives. 🤝

Key Responsibilities

• Customer Engagement: Act as the primary contact for your hotel clients, ensuring their success throughout their journey with us.
• Business Reviews & Success Plans: Regularly evaluate product usage, identify growth opportunities, and align strategies with client goals through business reviews and tailored success plans.
• Product Training & Workshops: Deliver engaging training sessions and workshops to help hoteliers optimize their operations with RoomRaccoon.
• Cross-Functional Collaboration: Work seamlessly with Sales, Implementation, Product, and Support teams to provide an exceptional customer experience.

Commercial Growth & Upselling 📈

• Own renewal processes within your portfolio, ensuring timely and successful contract renewals.
• Identify opportunities for tier upgrades or additional features like Payments, RevPlus, or other modules.
• Present and demonstrate product add-ons and new features in a consultative, value-focused manner.
• Monitor account health, engagement metrics, and usage data to uncover untapped revenue potential.

Retention & Risk Mitigation

• Keep an eye on customer satisfaction, usage trends, and feedback to spot risk signals early.
• Implement proactive retention strategies to resolve issues before they escalate.
• Maintain a customer-first attitude, guiding conversations towards mutually beneficial solutions.

About You

Must-Have Qualifications ✅

• Native or fluent in German, with professional proficiency in English.
• At least 2 years of experience in Customer Success, Account Management, or a related client-facing role in SaaS or tech-enabled services.
• Excellent communication skills; confident in discussions with stakeholders at all levels.
• Proactive in identifying and pursuing commercial opportunities within existing accounts.
• Self-motivated and thrive in fast-paced, tech-driven environments.
• Highly organized, detail-oriented, and capable of managing multiple priorities under pressure.
• Empathetic, customer-obsessed, with a proactive and action-oriented mindset.

Nice-to-Have Skills 🌟

• Experience in the hospitality industry or SaaS/B2B tech sectors.
• Familiarity with tools like Freshdesk or other CRM/ticketing platforms.
• Knowledge of hotel tech ecosystems (PMS, channel managers, payment solutions, booking engines, housekeeping, etc.).

Why Join RoomRaccoon? 🎉

• Be part of a high-growth, global hospitality tech company revolutionizing hotel operations.
• Collaborate with a vibrant, supportive team that values initiative, independence, and creativity.
• Opportunities for career progression into senior roles as we expand across markets and enhance our product offerings.
• Enjoy regular team events, international exposure, and access to cutting-edge hospitality software.

Perks & Benefits

• Mac environment for seamless work experience
• Performance-based bonuses
• Employee Equity Scheme
• Annual training budget
• Exclusive hotel experiences annually
• Birthday leave 🎂
• Long service leave and bonuses
• Quarterly team-building activities and office massages
• Friday team lunches on us
• Global mobility options
• Hybrid working model

Our Core Values 🌟

• Accountability: Owning decisions and outcomes from start to finish—standing tall and owning your impact.
• Beat Yesterday: Embracing continuous learning and improvement to achieve real change.
• Clock Speed: Moving fast with clarity and quality—prioritizing progress over procrastination.
• Deal's a Deal: Setting clear expectations and reliably delivering on commitments.
• Empower Another: Sharing knowledge, celebrating wins, and helping colleagues succeed to strengthen our team and customers.

Disclaimer

Thank you for your enthusiasm in joining RoomRaccoon! We're grateful for all talented applicants. If you don't hear from us within three weeks, it means we've chosen to proceed with other candidates this time. But don't be discouraged! Keep an eye on our careers page for future opportunities—we look forward to your applications! 🚀