Senior Customer Success Manager - Public Sector (all genders)

Job description

**ABOUT HRS** HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need. **1B+** Business travel transactions processed annually **3,500+** Enterprise clients across 55 countries **35+** Years building the global travel ecosystem **AI-native** Copilot & Connect Platform — built for enterprise scale **BUSINESS UNIT** Within HRS Enterprise Solutions, we organize around industry-specific verticals to deliver deeper value to our most strategic clients. Our Public Sector vertical serves federal, state and municipal authorities and public institutions — organizations that run some of the most complex, high-scrutiny travel and spend programmes in the market. Your mission will be to own these client relationships end-to-end after the sale — protecting and growing multi-year public-sector accounts inside a highly regulated procurement environment. **MISSION & IMPACT** **Mission** As a Customer Success Manager (all genders) in our Public Sector vertical, you are the trusted advisor to large public-sector clients — owning the full client relationship after the sale. You safeguard value realization and retention while driving sustainable revenue growth through upsell and cross-sell. You navigate complex public stakeholder structures, position solutions at decision-maker level, and turn platform adoption into measurable outcomes. **Impact** You fuel HRS’s growth by retaining and expanding strategic public-sector accounts. By embedding HRS’s AI-native Copilot and Connect Platform into clients’ travel, meetings and payment programmes, you help public organizations optimize cost, compliance, and control — while consistently achieving and exceeding retention and expansion targets. **What you'll own:** **Retention & Account Ownership** • Own the full client relationship for a portfolio of strategic public-sector accounts (A & B accounts) as their trusted, strategic partner. • Monitor account health against strategic goals; proactively identify risks and drive improvement plans with internal experts. • Run Business Reviews and executive briefings that demonstrate continuous value realization to senior stakeholders. **Expansion & Commercial Success** • Identify, qualify and close upsell and cross-sell opportunities using MEDDPICC, owning the journey from pitch to contract signature. • Navigate public tender and procurement requirements to convert opportunities within a regulated buying environment. • Develop ROI cases and executive-level presentations that clearly articulate customer value and business impact. **Orchestration & Insight** • Serve as the primary commercial contact and orchestrate internal HRS experts (Solution Consultants, Delivery Managers, Customer Experience Managers, Program Consultants) to secure value realization. • Coordinate travel, payment and platform usage across complex, multi-stakeholder public accounts. • Maintain accurate and up-to-date CRM data to support forecasting, reporting, and analytics. **Who you are:** • Several years of experience in Customer Success or Account Management with a proven track record in the public sector (public/government clients). • Solid understanding of public-sector dynamics: procurement and tender processes, long decision cycles, and multi-stakeholder environments including representative bodies (e.g. works councils / staff representation). • Proven ownership of commercial success — driving retention, expansion, and executive stakeholder engagement. • Structured use of a sales/qualification methodology (e.g. MEDDPICC), with a data-driven approach to ROI cases and business reviews. • Strong communication, stakeholder management, and presentation skills; experience managing complex, multi-country or multi-entity accounts. • Analytical mindset with the ability to derive strategic actions from data and insights. • High level of self-motivation, resilience, and ownership in fast-paced, high-performance environments. • Fluent in German and in English spoken and written; other languages are a plus. **Our Hiring Process** Recruiter Call → Hiring Manager → Panel Interview → Bar Raiser **The market is ready. The platform is built. Now we need the people to close it.** HRS has built the AI-native platform that changes that — and we're now in the phase where enterprise customers are actively looking for what we offer. **A genuinely differentiated platform** Our AI Copilot and Connect Platform isn't a feature add-on. It's a new operating layer for enterprise travel and payments. You'll be selling something that stands up to scrutiny. **Real earning potential** Enterprise AE comp at HRS is tied directly to the deals you close. High performance is recognised and there's no ceiling on what a top performer earns. **35 years of infrastructure, startup urgency** The credibility and global reach of an established enterprise player with the ownership culture of a company still building its best chapter. **Impact at scale** Every deal you close changes how a global organisation manages travel, spend, and compliance for thousands of people. The outcomes are real and measurable. **Ready to close the deal that matter? Apply Now!** Join HRS to shape the future of business travel and meetings, empowered by a culture of growth and setting new industry standards worldwide.