Customer Success Manager (Hospitality)

TL;DR

Customer Success Manager (SaaS/Hospitality): Managing the transition of SMB and Mid-Market customers from onboarding to long-term product adoption with an accent on driving retention, ROI, and account growth. Focus on building strategic relationships with stakeholders, implementing churn prevention strategies, and identifying expansion opportunities.

Location: Flexible, hybrid working options

Company

A Hotel Tech unicorn providing a cloud-based property management solution to accelerate digital transformation for global hospitality brands.

What you will do

• Guide customers through adoption, value realization, and renewal, ensuring they maximize the value of hirify.global products.
• Build and nurture long-term relationships with business and technical stakeholders as a trusted advisor.
• Proactively identify churn risks and implement prevention strategies to ensure customer loyalty.
• Expand customer accounts through strategic upsell and cross-sell opportunities based on whitespace analysis.
• Utilize CRM tools and data-driven insights to automate customer journeys and monitor health metrics.
• Collaborate cross-functionally with Sales, Product, and Engineering teams to advocate for customer needs.

Requirements

• 2–5 years of experience in Customer Success, Account Management, or a similar customer-facing role.
• Fluency in English and German is required.
• Proven track record of managing customer relationships, driving retention, and delivering revenue growth.
• Experience working in fast-paced, cross-functional environments.
• Experience in SaaS and/or the hospitality industry is preferred.

Nice to have

• Proficiency with Gainsight, Salesforce, Confluence, Slack, Jira, and Gong.
• Experience with PMS platforms and hospitality technology solutions.

Culture & Benefits

• Participation in the company share program.
• Unlimited paid holiday and flexible hybrid working options.
• Best-in-class parental leave (6 months fully paid for primary caregivers).
• Dedicated monthly "EDGE" time for personal and professional development.
• Home office setup budget and monthly working-from-home/healthcare allowances.
• Flexible "Workation" policy allowing work from other countries for a few weeks per year.