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
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**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
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**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
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**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