Senior Customer Success Manager - Public Sector (all genders)

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.