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 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:

1. Retention: Ensure customer satisfaction, health, and value realization to prevent client Churn/Turnover.

2. 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.

What you'll own:

Retention & Account Ownership

• 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.

Expansion & Commercial Success

• 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.

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 public 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 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.

Our Hiring Process

Recruiter Call → Hiring Manager → Panel Interview → Bar Raiser

Why join now

The platform is built. The clients are live. Now we need the people to make them succeed — and grow them.

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 growing accounts on something that stands up to scrutiny.

Real earning potential — Customer Success comp at HRS is tied directly to the accounts you retain and grow, with uncapped commission on expansion. High performance is recognised.

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 account you grow changes how a public organisation manages travel, spend, and compliance for thousands of people. The outcomes are real and measurable.

Ready to own the accounts 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.