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Senior Customer Success Manager (all genders)

Leipzig, Hybrid, Leipzig, Remote
Full-time
Permanent employee

Your mission

Our largest accounts — your turf:

  • You own the strategically most important hotel groups in our portfolio: retention, renewal, and expansion sit with you.
  • You build relationships up to decision-maker level and become the trusted contact a customer calls before things catch fire.
  • You win over the people who matter inside a hotel — above all the General Manager and sales: you translate what our platform delivers into the numbers that count — occupancy, conversion, GOP.
  • You are the escalation point for critical situations at top accounts: calm, structured, solution-oriented.
  • You run quarterly business reviews and strategic reviews that are more than a status update.
  • You drive measurable adoption and real value across all properties within a group.

Beyond that:

  • You pass your knowledge to the colleagues growing from our existing delivery work into customer success roles, and you support our Director Customer Delivery and management in developing the team.
  • You bring best practices from real SaaS customer success and feed structured field insight back to Product and Sales.

Honestly: This role is about your customers first — the largest hotel groups in our portfolio. We're in the middle of the shift from outsourcer to hospitality-tech company, not every process is finished, and here and there you'll help shape one. But the core is clear: you own the big accounts, not a project office.

A clear boundary: Pure onboarding, expansion sales, and convention-sales specialist topics are separate roles in the team. You work closely with them, but your focus is and remains the strategic ownership of the large accounts.

Your profile

  • Several years in customer success or key account management in B2B SaaS, with demonstrable experience on large, strategic, or enterprise accounts.
  • You bring one of two foundations: either a deep understanding of hospitality and its systems (PMS, CRM, booking and event tools) or solid enterprise SaaS customer-success experience. The ideal profile combines both — customer success at a hospitality-tech company.
  • You haven't just run CS processes, you've built or fundamentally shaped them.
  • You gladly share what you know and help develop less experienced colleagues — without it becoming your core job. Your large accounts come first.
  • You work with data — health scores, NRR, churn, and adoption are steering metrics to you, not vocabulary.
  • You've worked in dynamic, fast-growing companies, ideally a startup or scaleup, and know the pace and the thin staffing.
  • Comfortable with conflict and composed at decision-maker level: you tell a customer or a manager uncomfortable things without burning the relationship.
  • Fluent German and English — our largest customers are international.

Nice to have, not required: Experience with international hotel groups. Experience building or leading a CS team. An existing network in hospitality.

Why us?

We are the technology company rethinking group and event sales in hospitality. What runs today through inboxes, spreadsheets and phone calls, our platform Rocket turns into one continuous, AI-supported process — from the first enquiry to the signed contract. European hotel groups already run their group sales on it.
What that means for you: you work with AI, not despite it. People who join us give feedback that shapes product decisions — and sooner or later come to understand why one prompt works better than another.
And because we are growing fast, a lot here is still taking shape. Sometimes the honest answer is “we’re still building that.” That is exactly where the opportunity lies: you will find open space rather than finished structures, and what you build here will carry your signature.

What we offer

  • Work with real AI technology at international level — not as a pilot project, but as our business model.
  • Genuine room to shape things. Your ideas do not land in a suggestion box; they land in the next iteration.
  • A short path to the management team. Decisions take days, not committee rounds.
  • Growth you are part of. We are building the company’s next chapter — with roles, responsibility and prospects that did not exist a year ago.
  • Leipzig as your primary base, with regular time in the office and flexible remote work. Hybrid models are everyday practice here, not the exception.
  • Permanent contract, full-time.
  • Performance bonuses for demonstrable results.
  • Multi-day team events in places that are actually fun.

Our hiring process

  1. Intro interview — we get to know each other, and you learn where we stand and where we are heading.
  2. Case study or technical study, depending on the role — a real problem from our day-to-day that we work through together.
  3. Interview with your future manager and, depending on the position, with our founders.
From the first conversation to a decision takes at most four weeks. And you will hear from us either way — including when it is not a fit this time.

About us

MICE DESK is the leading technology partner in global group and convention sales – and is developing the first agentic operating system for the hospitality industry.
Our core product, Rocket, automates the entire group and convention sales process: from analysing enquiries and checking availability to integrating revenue data, creating quotes and finalising contracts. What currently takes hotels an average of two hours, Rocket completes in minutes.

What makes us unique: We don’t just build the platform. Where required, we also support our clients through a dedicated booking centre – our MICE DESK Crew – which provides hotels with direct support from experienced MICE professionals. AI and people working as a true partnership – not as a compromise.