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Head of Customer Success & Onboarding (f/m/d)

16 hours, 43 minutes ago
Europe, Germany
Full-time
Lead
Customer Success
Customer and Technical Support
CRM HubSpot
Apply Now
Apaleo

Apaleo

Apaleo offers an open property management platform that enables hospitality businesses to seamlessly integrate third-party applications, enhancing operational efficiency and allowing for the creation of customized guest experiences through deep integra...

Real Estate
51-250
Founded 2017
$15M raised
View All Jobs 5

Description

  • Define and own the Customer Success strategy, team structure, lifecycle methodology, and core success metrics.
  • Lead, coach, and grow a team of Customer Success Managers.
  • Build scalable, repeatable customer success processes across adoption, advancement, and expansion.
  • Own key customer relationships and lead executive-level business reviews to drive customer outcomes.
  • Represent the Voice of the Customer at the leadership level and translate insights into action for Product, Engineering, and Go-to-Market teams.
  • Define and track customer health using tools such as HubSpot and Gainsight to proactively manage risk and growth opportunities.
  • Partner cross-functionally with Sales, Marketing, Product, and Engineering to create a seamless customer experience.
  • Set the strategic direction for onboarding in close partnership with the Onboarding Lead.
  • Act as the senior escalation point for complex onboarding issues and help resolve systemic challenges.
  • Represent onboarding performance at leadership level and connect KPIs to business impact, hiring, and roadmap decisions.

Requirements

  • Significant experience in Customer Success, Account Management, or Customer Growth within SaaS, Hospitality Tech, or a similar industry.
  • Proven senior CS leadership experience, including building or significantly scaling a Customer Success function.
  • Experience designing and implementing scalable CS and onboarding processes in a scale-up environment.
  • Strong strategic judgment with the ability to operate at both high-level and detailed execution levels.
  • Comfort operating in ambiguity and with limited resources.
  • Technical confidence in platform, API, and integration topics.
  • AI-native mindset with experience integrating AI into workflows to improve CS performance.
  • Excellent communication and stakeholder management skills, both internally and externally.
  • Proficiency with HubSpot, Gainsight, or similar CS/CRM platforms.
  • Experience in hospitality tech or B2B SaaS for operationally complex industries is a strong plus.
  • Exposure to commercial CS frameworks such as NRR ownership, account forecasting, and expansion playbooks.
  • Experience contributing to or leading Voice-of-Customer programs at an organizational level.
  • Familiarity with API-first or platform-model products.

Benefits

  • Benchmark-guided competitive and fair compensation.
  • Remote-first flexible working model across Europe with regular in-person moments.
  • Office in central Munich.
  • 30 days of vacation.
  • 1,000 € annual personal development budget, expandable with approval.
  • Access to gyms and wellness options through EGYM Wellpass.
  • Fully covered Deutschland Ticket for Germany-based employees.
  • Regular team dinners, company meetups, and offsites.

Interested in this position?

Apply directly on the company website

Apply Now

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