Customer Success Manager (German Speaker)

Customer Success Manager (German Speaker)

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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.

The Role

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

• Your main point of contact for a portfolio of hotel clients, ensuring 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.
• Take ownership of renewal processes within your account portfolio, ensuring timely and successful contract renewals.
• Proactively identify opportunities for tier upgrades or product add-ons (e.g., Payments, RevPlus or other modules).
• 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.
• 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 elevate.
• Maintain a customer-first mindset while confidently guiding conversations toward win-win solutions.

About You

Must-Have Qualifications

Nice‑to‑Have

Why Join RoomRaccoon?

Perks

RoomRaccoon Values

Disclaimer : Thanks so much for your enthusiasm about joining RoomRaccoon! We’re reviewing applications as they come in. If you don’t hear from us within three weeks, it means we’ve decided to move forward with other candidates this time—don’t be discouraged! Keep an eye on our careers page, and we’d love for you to apply for roles that fit your talents in the future.

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