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Customer Success Manager (m/f/d)

City:  Tokyo
Job area:  Sales
Job field:  Sales
Seniority Level:  Mid-Senior level
Date:  Sep 17, 2022


HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery.

Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security and satisfaction.

HRS is also recognized for its award-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets, and its groundbreaking Crew & Passengers Solution, which leverages automation to elevate experiences for air and rail operations.

Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and payment providers.


The Customer Delivery team owns the project delivery of the HRS STAY customer onboarding journey. Taking over after contract signature until hypercare, the team is responsible to enable the full HRS technological suite in the client’s Online Booking Tool (OBT) and Travel Management Company (TMC) landscape. The strength of the team is the extensive experience on project management, deep knowledge on OBT administration and the operational TMC landscape, being able to ensure the accurate setup of the Point of Sale (PoS) and guiding the client as well as their partners throughout the on-boarding journey.

During the pitch phase, the Customer Delivery team is acting as subject matter expert to deep dive into HRS’ lean implementation methodology, suggest the roll-out strategy and preliminary project planning as well as educate/re-assure the customer on the user interface and processes once the HRS technological suite (HRS Multisource Engine) has been activated.


We are looking for a Tokyo-based Customer Success Manager (m/f/d) who is part of the Enterprise Solution team that leads and manage (during and after rollout) corporate clients, both local and global.


  • Take end-to-end responsibility to work with our corporate clients, e.g., increasing service utilization rate, reporting to corporate counterpart, creating and managing corporate booking portal, loading rates, customer complaint and inquiry handling
  • Discuss and implement additional improvement ideas based on customer data analysis (e.g., improving hotel booking process, making suggestions on corporate preferred properties)
  • Conduct data analyses and construct suggestion base during regular review meetings with corporate clients
  • Ensure a favorable & long-term relationship to be established and maintained with the corporate clients
  • Collaborate with HRS Hotel Solution team to enhance local and global hotel portfolio
  • Drive and coordinate the internal process and resource to ensure the result to be delivered in a timely manner   
  • Work with external partners (OBTs such as SAP Concur, TMCs such as JTB, OTAs such as Rakuten Travel) to enhance our customer service experience
  • Lead HRS Customer Service Center (CSC) for Japan operations to handle daily booking operations


  • A degree in university or above
  • Good understanding of the HRS USP and products, B2B travel industry and comp set
  • Good analytical competency, i.e. find useful facts, able to analyze complex data and to draw relevant conclusions
  • Passion for find new/best-possible solutions, keep economic impact in mind and showing good argumentation in negotiations
  • Very strong motivation and ability to cope with pressure
  • Good empathy, i.e. actively listening and questioning, recognize needs of conversation partners and adapting own communication
  • Excellent relationship management, i.e. initiating positive contact, acting convincingly (e.g., in negotiations), good communication skills, and behaving professionally
  • Fluency in English and Japanese, spoken and written


Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew 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.


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 an annual or multi-year bonus.

Req ID:  9981

Job Segment: Travel Industry, User Experience, Relationship Manager, Travel, Technology, Customer Service