B
Senior Customer Success Manager (m/f/d) - DACH
Contract type
Ongoing
Work mode
Remote · Europe
Experience
Mid-level · 3+ years
Job description
Senior Customer Success Manager for bookingkit's DACH market, owning a portfolio of Mid-market and Enterprise accounts and measured by Net Retention Rate. The role drives AI adoption, retention, renewals and reactivation of dormant customers.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Europe
- Languages
- German – fluent
What you'll do
- Take ownership of a dedicated portfolio of Mid-market and Enterprise accounts, acting as a strategic partner connecting customer goals to the full value of the bookingkit platform
- Spearhead the adoption of new AI features, guiding customers through the change management required to trust AI tools with critical actions
- Retain and grow the portfolio by leading complex renewal conversations with at-risk accounts, maintaining a sharp eye for risk and opportunity through proactive health checks
- Reactivate dormant customers who have signed but aren't currently selling, and roll out a repeatable growth playbook across the portfolio
- Set up, manage, and enforce mutual action plans with customers, navigating complex, multi-stakeholder environments
What we're looking for
- Proven experience of 2-3 years managing a portfolio of Enterprise customers, leading retention conversations, and communicating with clarity across complex buying centers
- Deep familiarity with value plans from day one and strong project management skills to execute repeatable strategies; data-driven, running success plans tied to the customer's own business outcomes
- Highly comfortable making the case for change (also with C-Level executives), driving customers to a commitment, quantifying value, and using that data to drive expansion or renewals
- 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
- Strong project management skills to execute repeatable strategies; actively embrace AI, automation, and agentic workflows, leveraging them to work smarter and championing these innovations to customers
- Fluent German in speaking and writing, as you will work primarily with DACH customers
Benefits
Corporate discounts: free tickets, 2-for-1 deals, and discounts across top Berlin attractions, theaters, and tours via INTOURA membership
- 100% remote work setup, with the option to join colleagues in the Berlin office
- Mobile Work Abroad policy allowing work from almost anywhere in the world for up to 5 months in the year
- 28 vacation days per year, plus an extra vacation day each year on the anniversary date (up to a maximum of 31 days)
- Public transportation subsidy: more than 50% of public transportation costs in Germany covered
- Gym subsidy: subsidized memberships for Urban Sports Club (more than 40%) and Wellhub (100%) in Germany
- Annual private travel subsidy of up to €156
- Flat communication culture valuing open communication and accessibility between teams and leads
- Regular BBQs in Berlin, summer and winter events, and reunions with former employees
- Airport/Train Office Day: work during travel even if unable to take calls
- Extra charity day of leave per year for charity work
- 10 days of paid leave for child sickness
How to get hired
- 1Videocall with the Head of People, Frieda
Apply
About bookingkit
Europe's leading booking and reservation software for tours and activities
bookingkit is Europe's leading booking and reservation software for tours and activities. By 2030 the goal is to create an AI-powered Success Platform enabling attractions like museums, sights, and theme parks to grow ticket sales and simplify ticket operations.
Mission
To develop bookingkit into the ultimate integrated booking technology for professional European attractions.
Key facts
- Europe's leading booking and reservation software for tours and activities
- Goal by 2030: create an AI-powered Success Platform for attractions like museums, sights, and theme parks
- Berlin office available for Berlin-based candidates 1-2 days per week
- Mobile Work Abroad policy allows work from almost anywhere in the world for up to 5 months in the year
What they value
- Flat communication
- Open communication and accessibility between teams and leads