Senior Customer Success Manager (m/f/d) - DACH
bookingkit GmbH👋 About Us
At bookingkit, Europe's leading booking and reservation software for tours and activities, big changes are on the horizon. Our goal by 2030 is to create an AI-powered Success Platform enabling Attractions like museums, sights, and theme parks to grow ticket sales and simplify ticket operations. And that's where you come in: you, as a Senior Customer Success Manager (DACH) (m/f/d) to drive us forward on this exciting journey. In this role, you will measure your success by the Net Retention Rate (NRR) across your portfolio - achieved by driving customers’ sales through bookingkit - alongside overall retention.
This is a full-time (40h/week) position. Berlin-based candidates can join us at the office 1-2 days per week, while remote candidates can work from anywhere in Europe with sufficient time-zone overlap.
Hybrid or remote, the work setup choice is yours!
🎯 What You'll Own
Portfolio Management: Take ownership of a dedicated portfolio of Mid-market and Enterprise accounts. You act as a strategic partner, connecting your customer goals to the full value of the bookingkit platform.
Drive AI Adoption & Change Management: Spearhead the adoption of our new AI features. You will be guiding your customers through the change management required to trust AI tools with critical actions, helping them work smarter and maximize ROI.
Lead Retention: Retain and grow your portfolio by leading complex renewal conversations with at-risk accounts, maintaining a sharp eye for risk and opportunity alike through proactive health checks.
Reactivate and Scale: Reactivate dormant customers who have signed but aren't currently selling, and successfully roll out a repeatable growth playbook across your entire portfolio.
Project Management: Set up, manage, and enforce mutual action plans with customers, navigating complex, multi-stakeholder environments that go beyond your day-to-day customer champion.
🧠 What You Bring
Customer Success Experience: Proven experience of 2-3 years managing a portfolio of Enterprise customers, leading retention conversations, and communicating with clarity across complex buying centers.
A Value-Driven, Data-Centric Approach: Deep familiarity with value plans from day one and strong project management skills to execute repeatable strategies. You are data-driven by nature, running success plans tied directly to the customer’s own business outcomes, not just product usage.
A Commercial Mindset: You are highly comfortable making the case for change (also with C-Level executives), driving customers to a commitment, quantifying value, and using that data to directly drive expansion or renewals.
Target Ownership: A proven track record of owning an NRR or commercial expansion target for a portfolio, rather than solely focusing on customer satisfaction or ticket resolution/activities targets.
Structured Execution & AI Fluency: Strong project management skills to execute repeatable strategies. You do more than just follow AI trends - you actively embrace AI, automation, and agentic workflows, leveraging them to work smarter yourself and confidently championing these innovations to your customers.
Fluent German in speaking and writing: you will work primarily with DACH customers.
🎁Perks and Benefits
Remote Work: Enjoy a 100% remote work setup, with the option to join colleagues in our Berlin office. Our Mobile Work Abroad policy also