Senior Customer Success Manager

Senior Customer Success Manager (all genders)

City:
Cologne

Job Function:
Sales

Job Area:
Sales

Seniority Level: Associate

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by Procure Tech, Travel Tech, and Fin Tech, transforms how companies and travelers Stay, Work, and Pay.

Procure Tech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting‑edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations.

Travel Tech redefines the online lodging experience, offering personalized content from selection to check‑in, ensuring an unparalleled journey for corporate travelers.

In Fin Tech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2‑click book‑to‑pay feature streamlines interactions for travelers and hoteliers.

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data‑driven focus delivers value‑added services and high‑return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

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

At HRS, we are redefining the way we work within our Business Unit Enterprise Solutions by organizing our business around industry‑specific verticals. This structure enables us to deliver deeper value to our clients, foster closer relationships, and drive scalable, innovative solutions globally - from acquisition through to delivery.

By aligning teams around key industries such as Automotive, Manufacturing, Energy, or Financial Services, we combine deep sector expertise with functional excellence. This approach empowers our people to make smarter decisions, learn faster, and collaborate more effectively — all while staying laser‑focused on delivering outcomes tailored to our customers’ unique needs.

Mission

As a Customer Success Manager at HRS, you act as a trusted adviser to large enterprise clients, ensuring our platform delivers measurable business impact. You own the overall client relationship and orchestrate all roles engaged on the account with two clear objectives:

Retention:
Ensure customer satisfaction, health, and value realization to prevent client churn/turnover.

Expansion:
Drive upselling and cross‑selling of HRS solutions that deliver the highest impact on the customer’s strategic objectives.

Impact

You build long‑term partnerships that generate tangible value for customers and sustainable growth for HRS. By embedding HRS technology into clients’ travel, meetings and payment programs, you enable cost optimization, traveler satisfaction, and compliance. You own the commercial success of your accounts— driving retention, expansion, and customer advocacy.

Customer Retention

• Build and maintain strong executive relationships as a strategic and trusted partner.
• Monitor account health and performance against strategic goals, proactively identifying risks and initiating improvement plans with internal experts.
• Conduct Business Reviews (BRs) and executive briefings to assess progress and drive continuous value realization.

Customer Expansion

• Identify and qualify expansion opportunities using the MEDDPICC framework (Metrics, Economic Buyer, Decision Criteria/Process, Paper Process, Identify Pain, Champion, Competition).
• Own the end‑to‑end sales journey – from pitch to contract signature – for upsell and cross‑sell motions.
• Develop ROI cases and customer benefit analyses that demonstrate measurable business impact.
• Deliver compelling pitches and executive presentations to senior client stakeholders.
• Lead and orchestrate internal HRS experts (e.g., Solution Consultants, Delivery managers, Customer Experience Managers, Program Consultants) to ensure deal success and value realization.

• Sev…