Senior Customer Success Manager (m/f/d) - DACH

👋 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 allows you to work from almost anywhere in the world for up to 5 months in the year.

• 28 Vacation Days + Tenure: Start with 28 vacation days per year, and earn an extra vacation day each year on your anniversary date (up to a maximum of 31 days).

• Public Transportation Subsidy: We cover more than 50% of your public
  transportation costs in Germany.

• Gym Subsidy: Get subsidized memberships for Urban Sports Club (more than 40%) and Wellhub (100%!) in Germany.

• Annual Private Travel Subsidy: Receive up to €156 annually for private travel.

• Corporate Discounts: Get free tickets, 2-for-1 deals, and discounts across top Berlin attractions, theaters, and tours via our INTOURA membership.

• Flat Communication: Join a culture that values open communication and
  accessibility between teams and leads.

• Team Events: Enjoy regular BBQs in Berlin, summer and winter events, and reunions with former employees.

• Airport/Train Office Day: Work during travel even if you’re unable to take calls.

• Extra Charity Day: Take an extra day of leave in the year for charity work.

• Child Sick Days: Receive 10 days of paid leave for child sickness.

🏆 Our Vision & Mission

Our future is clearly defined:

• Our vision is to create a world where our technology makes booking and marketing experiences a breeze.

• Our mission is to develop bookingkit into the ultimate integrated booking technology for professional European attractions.

Ready to be part of this exciting journey and make an impact? Apply now and learn more about us and this opportunity in a videocall with our Head of People, Frieda! 🚀