Customer Success Management - Vertical Lead Public Sector

HRS AS A COMPANY

HRS, the pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience we reinvent how companies and travelers Stay, Work, and Pay.

The lodging and meeting management market is sizable and growing rapidly - yet it’s still underserved by technology players. That’s where HRS comes in. We challenge legacy structures and cut through complexity.
Our Copilot and Connect platform applications seamlessly plug into any of our customer’s tech stacks. They are powered by our AI-enabled platform, which turns fragmented data from the entire ecosystem into enriched level 3 data. Built on proprietary large and small language models, our technology delivers real-time actionable insights and automation that works. The result: A competitive edge customers won’t want to miss – cost savings, higher traveller satisfaction and increase in compliance.
 Our business model is equally compelling. Strong customer lock-in, clear expansion plans into adjacent use-cases and in-destination experiences, and a SaaS model with recurring revenues and high margins drive a long-term growth pathway and high profitability.
 At HRS, we make business life better by reinventing how companies work and stay.
 That’s why HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

BUSINESS UNIT

MISSION & IMPACT

Mission

As Vertical Lead Enterprise - Public Sector, you own the full commercial performance of a strategic industry vertical within the DACH market.

You are accountable for the vertical P&L, long-term customer success, and sustainable growth across a portfolio of complex enterprise and public-sector accounts. You act as a trusted advisor internally for your vertical team and externally for senior customer stakeholders.

Your role combines strategic ownership with team enablement. While you personally lead selected high-impact enterprise engagements, your primary responsibility is to elevate the overall capability, discipline, and performance of the vertical.

Your mission is to ensure customer retention and value realization by driving satisfaction, strong program performance, and clear account standards, while also enabling expansion through upsell and cross-sell opportunities aligned with customer strategies and supported by data-driven insights.

Impact

You build a high-performing vertical business with predictable revenue, strong retention, and disciplined funnel governance.

By combining consulting expertise in regulated industries with strong commercial leadership, you position HRS as a strategic partner in complex enterprise and public-sector environments.

Your impact is measured by vertical performance, team effectiveness, forecast reliability, and long-term customer value.

KEY RESPONSIBILITIES

Vertical P&L & Strategy Ownership
• Own full revenue and margin responsibility for your vertical
• Define vertical growth strategy, segmentation, and prioritization
• Ensure pipeline transparency, forecast accuracy, and commercial discipline
• Lead executive-level negotiations and strategic commercial discussions
• Translate regulatory, procurement, and ecosystem dynamics into actionable growth strategies

Vertical Enablement & Team Leadership
• Disciplinary leadership of Customer Success Managers within the vertical
• Functional steering of Program Consultants and Customer Experience teams
• Establish clear retention and expansion standards across all accounts
• Coach teams on structured qualification methodologies (e.g. MEDDPICC)
• Ensure consistent adoption of AI sales enablement tools (e.g. Outreach) and strong CRM hygiene to maintain funnel accuracy and execution efficiency
• Elevate data-driven consulting standards and value-based selling across the vertical

Data-Driven Steering & Offer Development
• Analyze portfolio performance, customer spend, procurement frameworks, and market signals
• Derive clear strategic priorities from quantitative insights
• Translate data analysis into compelling, measurable customer offers
• Implement governance mechanisms to monitor account health and opportunity quality
• Ensure all commercial initiatives are grounded in measurable business impact

Enterprise Engagement & Escalation
• Personally lead selected complex enterprise deals and strategic tenders
• Act as escalation point for high-risk or high-impact accounts
• Navigate multi-stakeholder institutional environments with confidence
• Ensure alignment between customer strategy and HRS’ end-to-end value proposition

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• 5+ years of consulting/SaaS experience within Public Sector and/or regulated industries
• Proven commercial ownership, revenue accountability, or P&L responsibility
• Experience leading complex, multi-stakeholder enterprise programs
• Strong understanding of public procurement and institutional governance structures
• Experience in SaaS, technology, or consulting-driven solution environments

• Strong analytical mindset with the ability to derive strategic decisions from data
• Executive-level communication and negotiation skills
• Experience leading cross-functional teams in matrix organizations
• Clear understanding of funnel governance, CRM discipline, and structured sales methodologies
• High ownership mentality and performance orientation
• Business-fluent German and English, spoken and written

PERSPECTIVE

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 reinvent 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.

LOCATION, MOBILITY, INCENTIVE

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 strong variable.
This role is based in Germany with a preference for location near to one of the HRS core offices in Germany Cologne or Berlin.