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 seg