Director - Customer Success Management (all genders)

City:  New York
Job Function:  Sales
Job Area:  Sales
Seniority Level:  Director
Date:  Sep 18, 2023


HRS has been improving business travel for over 50 years, reinventing the way businesses and travelers work, stay, and pay. Today, HRS is a leading SaaS provider, serving 35% of Fortune 500 companies, top hotel chains, hospitality groups, and payment providers. Privately held, HRS is a "50-year-old startup" with $250M in annual revenue and nearly 1,000 employees worldwide.

HRS's platform offers three key technology solutions for travelers, procurement, and finance, which are increasingly integrated to deliver "lodging as a service." ProcureTech revolutionizes lodging procurement digitally, connecting corporations and suppliers. TravelTech enhances the online lodging experience with personalized content from selection to check-in. In FinTech, HRS introduces mobile banking and digital payments, transforming corporate back offices into touchless lodging facilitators, eliminating legacy costs.


HRS's Enterprise Sales Unit spans global markets and encompasses Consulting Solutions, Sales (both customer and supplier-facing), Growth and Demand Gen Marketing, Customer Delivery, and Customer Success. HRS operates legal entities around the globe from the US to Brazil, across Europe, India, Greater China, Japan, and Australia. Anchored in Cologne, Germany, the HRS HQ orchestrates its dynamic global operation. The HRS mission?  To empower the planet's Fortune 1000 companies, leveraging a disruptive SaaS platform for seamless procurement, booking, payment, and invoice to reclaim management, catering to both STAY and WORK solutions.


We're on a mission to revolutionize the travel industry in the United States. We're actively seeking a dynamic Director of Customer Success to enhance and lead our exceptional team. The ideal candidate is a seasoned professional with a strong background in client management, business development, and global relationships, particularly in travel. As our Director, you'll be instrumental in driving customer satisfaction, retention, and growth with our cutting-edge SaaS products.


  • Customer Success and Growth: Lead the Customer Success team to ensure customers not only achieve success with our SaaS products but also experience increasing value. Proactively identify upselling opportunities and evolving customer needs.
  • Proactive Engagement: Cultivate strong customer relationships, actively listen to feedback, and provide guidance and recommendations for additional services or product upgrades aligned with customer requirements.
  • Value Delivery: Focus on driving customer success, ensuring they realize the full benefits of our solutions. Collaborate with the team to facilitate effective onboarding and continuous support.
  • Data-Driven Insights: Utilize data analytics tools to monitor customer health, identify upsell opportunities, and tailor our offerings to meet specific customer needs.
  • Cross-Functional Collaboration: Collaborate with sales, product development, and marketing teams to align strategies for customer growth and satisfaction.
  • Technology Proficiency: Demonstrate proficiency in SaaS tools to streamline customer success processes and enhance customer experiences.
  • Effective Communication: Communicate with customers both reactively and proactively to ensure their expectations are exceeded and that they see value in our offerings.


  • Education: A bachelor's degree, with a preference for candidates holding an MBA or equivalent advanced degree.
  • Experience: Ideally min. of 10+ years of progressive experience in customer success, client management, and business development.
  • Industry Expertise: A strong background in the travel industry, particularly with global clients, is highly valued. A deep understanding of industry dynamics and trends is important.
  • Leadership: Demonstrated leadership abilities with a track record of motivating and inspiring teams to achieve exceptional customer outcomes. Previous experience in leading customer success teams is a significant asset.
  • Technology Proficiency: Proficiency in data analytics tools and SaaS technology is essential for optimizing customer success processes and data-driven decision-making.
  • Communication: Outstanding communication and interpersonal skills are crucial for effectively engaging with customers, internal teams, and stakeholders. The ability to articulate complex ideas clearly is highly regarded.
  • Results Orientation: A strong history of achieving exceptional customer satisfaction, retention, and growth is essential. The candidate should have a track record of identifying upselling opportunities and increasing customer value.
  • Innovation: A commitment to innovation and process refinement, with a history of introducing creative solutions and driving continuous improvement in customer success practices.


Join us to be part of a winning team that fosters growth and excellence. Your journey with us brings personal and professional development. Contribute to enhancing our products for customers, shaping a smarter, more sustainable future. In our entrepreneurial environment of ownership and execution, you'll play a vital role in a greater mission. As a Travel Tech company, we embrace innovation, offer a flat hierarchy, and encourage your ideas.


Total compensation range for this role is 220K - 245K (Base + Target Bonus). Exact compensation is determined based on a number of factors including experience, skill level and qualifications which are assessed during the interview process.


Location: The Director CSM will be based in the United States with a preference for major markets in the Eastern or Central time zones including New York City, Chicago, or Dallas.

Req ID:  17263

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