Customer Success Manager: German Speaking

Department: Customer SuccessLocation: 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 pr