HRS Group – Customer Success Manager – Cologne, Germany

May 11, 2023
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Job Description

HRS Group – Customer Success Manager

HRS is reinventing the way businesses and governments work, stay, and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency, and crisis recovery.

Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security, and satisfaction.

HRS is also recognized for its award-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets, and its groundbreaking Crew & Passengers Solution, which leverages automation to elevate experiences for air and rail operations.

Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups, and payment providers.


The Customer Success Management (CSM) team supports projects to activate new HRS customers in the various point-of-sales and owns the daily operations of HRS’ corporate customers. The core purpose of the team is to ensure excellent operations and support of the most important customers, no matter if it’s during the implementation or post-go-live. CSMs offer empathetic help and provide timely resolution of support requests, coordinating with multiple stakeholders of other departments, like for example with the product and engineering teams, to execute solutions.

At every interaction, this team puts the customer first and is always able to report on the operational health of HRS’ strategic customers. Based on the tremendous amount of insights into what corporates are struggling with, the team supports the identification and automation of solutions to resolve issues, so customers don’t even have to continue reaching out, driving true operational excellence and customer success.


In the responsible position of the Customer Success Manager (m/f/d), the future position holder takes on the responsibility to lead the operations of respectively assigned local accounts. The CSM is the daily operational interaction faced by the HRS customers and their Travel Management Companies (TMCs). During the implementation, the CSM supports the Delivery Manager in the technical implementation. After go-live, the CSM closely collaborates with the Account Executive, fulfilling excellent customer support according to globally defined standards. The CSM manages independently the daily operational collaboration with its customer and TMC counterparts – always identifying ways how to improve operational excellence.

The position belongs to the global Customer Success Management team, is located in Cologne, and reports to the respective Head of Customer Success Management.


  • Be the first touchpoint for HRS’ local customers and their respective Travel Management Company (TMC) for any support requests
  • Support HRS customers with outstanding service quality
  • Accompany the HRS roll-out project ensuring proper set-up and technical implementation of HRS products & solutions
  • Your activities include task planning within the project, steering internal stakeholders, and escalation management
  • Provide regular transparency to Account Executive and customer/TMC on the status of support and operations, including the provision of respective reporting
  • Track the next actions of multiple HRS internal departments and stakeholders to drive operational excellence for your customer
  • Solve complex problems and find solutions by collaborating with other departments of HRS, e.g. Product, Procurement, Hotel Solutions
  • Be always able to prioritize support requests based on the economic impact
  • Continuously improve working procedures through the identification of automation potential
  • Support special projects driving professionalization and standardization of customer support in terms of processes and tools within HRS Group


  • A degree in Tourism, Business Administration, or a commercial education
  • Professional experience in customer-facing roles in a Software-as-a-Service (SaaS) organization or in the hotel industry
  • Autonomous working style
  • Self-confident appearance in front of customers
  • Structured way of working
  • A high level of self-motivation
  • Strong orientation on results
  • Ability to work under time pressure, prioritize your tasks wisely and align with all involved stakeholders
  • Excellent communication skills in both ways: understanding the pain and gain of the customer and presenting the best possible solutions
  • Fluency in German and English is a must


Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renewing the travel industry and while doing so reinventing the ways how businesses stay, work, and pay.

Our entrepreneurial-driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter, and more sustainable.


The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.

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Req ID:  16748