Senior Customer Success Manager (DACH & International)

hivr.ai is rebuilding how a $400B industry sells. Meetings, groups and events sales is the last major hospitality workflow still running on email and spreadsheets, and we're replacing manual work with AI agents that take care of it end to end.

Founded in 2020 in Freiburg, Germany, we're trusted by 2,000+ hotels and venues across 100 countries – including some of the largest brands on the planet – with more than $2,500,000,000 in lead volume processed through the platform in 2025. The team is fully remote and international, AI-native, flexible and outcome-driven, working at the front of where AI meets a real industry.

The Customer Success team owns the customer relationship end to end and ensures that the customer's voice shapes what we build. As Senior Customer Success Manager (DACH & International), you will own a portfolio of strategic accounts from onboarding and go-live through long-term adoption, expansion, and renewal. You will make sure customers don't just go live, but realise measurable value through our solutions and grow with hivr.ai over time.

This is a senior role with real ownership: you will manage complex customer situations independently and help define how Customer Success works at hivr.ai – in an environment where processes are still evolving and your structure-building skills have direct impact.

• Account ownership: Take end-to-end responsibility for selected German-speaking and international accounts, acting as the main point of contact for operational, commercial, and strategic topics
• Onboarding & adoption: Guide customers through setup, activation, and go-live, then drive ongoing adoption – identifying blockers and increasing active usage and value creation
• Relationships: Build strong relationships with hotel groups, individual properties, and key stakeholders through regular check-ins, success reviews, and business reviews
• Customer health: Monitor account health, identify risks early, and own escalations in a structured, professional way
• Commercial development: Identify upsell and expansion opportunities, and partner with Sales and Management on renewals and account growth
• Internal coordination: Align Support, Product, Engineering, and Sales to resolve customer topics efficiently, and translate customer feedback into clear internal priorities
• Scaling Customer Success : Help build and improve Customer Success processes, playbooks, and account management standards

• Languages: Fluent in German and English (both mandatory); comfortable managing both DACH and international customers
• Experience: 5+ years in Customer Success, Account Management, or a similar customer-facing role in B2B SaaS; hospitality tech, travel tech, hotel operations, or MICE is a strong plus
• Ownership mindset: You think in ownership, not just responsibilities – you drive topics proactively from start to finish instead of waiting for them to escalate
• Project & priority management: Proven ability to manage multiple accounts, deadlines, stakeholders, and escalations in parallel
• Commercial awareness: You spot growth and expansion opportunities early and know how to develop them
• Structure & adaptability: You create structure in a fast-moving environment where not everything is predefined – and stay hands-on when it matters, without losing the strategic view

• Agentic AI, deployed at scale: Work with the AI agents reshaping how a $400B industry sells – not slideware, but products already live with customers
• Well-known customers: Hospitality customers across 100 countries – real portfolios, real revenue, real conversations with commercial leaders
• Ownership: Own accounts from onboarding through renewal, with the mandate to shape how Customer Success is built at hivr.ai
• Direct impact: Move the numbers on retention and growth, with short decision paths and high visibility to founders and product
• Remote & international: Fully remote in a distributed team, with a home base in Freiburg for those who want it
• Room to build: Design scalable CS structures from an early stage – playbooks, health scoring, business reviews – on top of a proven product
• Equal opportunities: We hire on substance and build an inclusive team regardless of gender, origin, age, religion, sexual orientation or disability