Senior Customer Success Manager (all genders)

ABOUT HRS

HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need.

1B+ Business travel transactions processed annually

3,500+ Enterprise clients across 55 countries

35+ Years building the global travel ecosystem

AI-native Copilot & Connect Platform — built for enterprise scale

BUSINESS UNIT

Within HRS Enterprise Solutions, we organize around industry-specific verticals to deliver deeper value to our most strategic clients. Our Public Sector vertical serves federal, state and municipal authorities and public institutions — organizations that run some of the most complex, high-scrutiny travel and spend programmes in the market. Your mission will be to own these client relationships end-to-end after the sale — protecting and growing multi-year public-sector accounts inside a highly regulated procurement environment.

MISSION & IMPACT

Mission

As a Senior Customer Success Manager (all genders), you are the trusted advisor to large enterprise clients — owning the full client relationship after the sale. You safeguard value realization and retention while driving sustainable revenue growth through upsell and cross-sell. You navigate complex stakeholder structures, position solutions at decision-maker level, and turn platform adoption into measurable outcomes. The roel can be based in Cologne or Berlin.

Impact

You fuel HRS’s growth by retaining and expanding strategic accounts. By embedding HRS’s AI-native Copilot and Connect Platform into clients’ travel, meetings and payment programmes, you help public organizations optimize cost, compliance, and control — while consistently achieving and exceeding retention and expansion targets.

What you'll own:

Retention & Account Ownership

• Own the full client relationship for a portfolio of strategic accounts (A & B accounts) as their trusted, strategic partner.

• Monitor account health against strategic goals; proactively identify risks and drive improvement plans with internal experts.

• Run Business Reviews and executive briefings that demonstrate continuous value realization to senior stakeholders.

Expansion & Commercial Success

• Identify, qualify and close upsell and cross-sell opportunities using MEDDPICC, owning the journey from pitch to contract signature.

• Navigate tender and procurement requirements to convert opportunities within a regulated buying environment.

• Develop ROI cases and executive-level presentations that clearly articulate customer value and business impact.

Orchestration & Insight

• Serve as the primary commercial contact and orchestrate internal HRS experts (Solution Consultants, Delivery Managers, Customer Experience Managers, Program Consultants) to secure value realization.

• Coordinate travel, payment and platform usage across complex, multi-stakeholder accounts.

• Maintain accurate and up-to-date CRM data to support forecasting, reporting, and analytics.

Who you are:

• Several years of experience in Customer Success or Account Management with a proven track record in large enterprise segment.

• Proven ownership of commercial success — driving retention, expansion, and executive stakeholder engagement.

• Structured use of a sales/qualification methodology (e.g. MEDDPICC), with a data-driven approach to ROI cases and business reviews.

• Strong communication, stakeholder management, and presentation skills; experience managing complex, multi-country or multi-entity accounts.

• Analytical mindset with the ability to derive strategic actions from data and insights.

• High level of self-motivation, resilience, and ownership in fast-paced, high-performance environments.

• Fluent in German and in English spoken and written; other languages are a plus.

Our Hiring Process

Recruiter Call → Hiring Manager → Panel Interview → Bar Raiser

The market is ready. The platform is built. Now we need the people to close it.

HRS has built the AI-native platform that changes that — and we're now in the phase where enterprise customers are actively looking for what we offer.

A genuinely differentiated platform Our AI Copilot and Connect Platform isn't a feature add-on. It's a new operating layer for enterprise travel and payments. You'll be selling something that stands up to scrutiny.

35 years of infrastructure, startup urgency The credibility and global reach of an established enterprise player with the ownership culture of a company still building its best chapter.

Impact at scale Every deal you close changes how a global organisation manages travel, spend, and compliance for thousands of people. The outcomes are real and measurable.

Ready to close the deal that matter? Apply Now!

Join HRS to shape the future of business travel and meetings, empowered by a culture of growth and setting new industry standards worldwide.