Customer Success Manager (all genders)

Mission  As a Customer Success Manager at HRS, you act as a trusted advisor 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.   KEY RESPONSIBILITIES 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.  REQUIREMENTS Several years of experience in Customer Success or Account Management for enterprise B2B clients, ideally in travel or meetings-related industries.  Proven track record of owning commercial success – driving retention, expansion, and executive stakeholder engagement.  Excellent communication, stakeholder management, and presentation skills.  Experience coordinating cross-functional teams and managing complex, multi-country accounts.  Familiarity with sales and qualification methodologies (e.g., MEDDPICC) is a strong plus.  Fluent in German and in English; other languages are a plus.