Wundermart
Customer Success Manager(m/w/x)
Full-timeWith HomeofficeManagement
München
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APApaleo
Head of Platform Success & Onboarding(m/w/x)
München
Full-timeWith Home OfficeSenior
AI/ML
Nejo AI Summary
Scaling Customer Success and onboarding processes for an API-first hospitality platform. Proven senior CS leadership experience building or scaling a CS function required. Flexible working model, office in central Munich.
Requirements
- Significant experience in Customer Success, Account Management, or Customer Growth within SaaS, Hospitality Tech, or similar industries
- Proven track record in senior CS leadership role, building or scaling CS function
- Strong strategic instincts: able to set direction and manage detail
- Experience designing and implementing scalable CS and onboarding processes in scale-up environment
- Comfortable operating with ambiguity and limited resources; creating structure
- Technically confident: engaging on platform, API, and integration topics
- AI native: integrates AI into workflows to improve CS performance
- Excellent communicator with strong stakeholder management skills
- Proficient with HubSpot, Gainsight, or similar CS/CRM platforms
- Experience in hospitality tech or B2B SaaS for operationally complex industries (strong plus)
- Exposure to commercial CS frameworks: NRR ownership, account forecasting, expansion playbooks
- Experience contributing to or leading Voice-of-Customer programmes
- Familiarity with API-first or platform-model products
Tasks
- Define and own Customer Success strategy
- Build team structure and lifecycle methodology
- Set metrics for NRR, churn, CSAT, and adoption
- Lead and grow Customer Success Managers
- Establish ownership and accountability standards
- Build scalable CS processes for adoption, advancement, and expansion
- Manage key customer relationships and executive-level reviews
- Represent Voice of the Customer to leadership
- Translate customer insights into actionable feedback
- Define and track customer health using data and tools
- Proactively manage risk and identify growth opportunities
- Partner with Sales, Marketing, Product, and Engineering
- Set strategic direction for onboarding
- Resolve complex onboarding issues cross-functionally
- Hold Onboarding Team Lead accountable for outcomes
- Escalate recurring issues to Product or leadership
- Represent onboarding performance to leadership
- Translate KPIs into business impact narratives
- Inform investment decisions, headcount planning, and product roadmap
Work Experience
- approx. 4 - 6 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- HubSpot
- Gainsight
- SaaS
- Hospitality Tech
- API
- AI
Benefits
Flexible Working
- Flexible working model
- Remote-first across Europe
Team Events
- Regular team events
- Regular in-person moments
- Team dinners
- Company meetups
- Offsites
Parking & Commuter Benefits
- Office in central Munich
Informal Culture
- Diverse and international team
- Feedback-driven culture
Learning & Development
- Learning budget
Purpose-Driven Work
- Autonomy and ownership
Public Transport Subsidies
- Free public transport
More Vacation Days
- 30 days of vacation
Additional Allowances
- 1000 € personal development budget per year
Healthcare & Fitness
- Access to gyms
- Wellness options
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Apaleo and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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APApaleo
Head of Platform Success & Onboarding(m/w/x)
München
Full-timeWith Home OfficeSenior
AI/ML
Nejo AI Summary
Scaling Customer Success and onboarding processes for an API-first hospitality platform. Proven senior CS leadership experience building or scaling a CS function required. Flexible working model, office in central Munich.
Requirements
- Significant experience in Customer Success, Account Management, or Customer Growth within SaaS, Hospitality Tech, or similar industries
- Proven track record in senior CS leadership role, building or scaling CS function
- Strong strategic instincts: able to set direction and manage detail
- Experience designing and implementing scalable CS and onboarding processes in scale-up environment
- Comfortable operating with ambiguity and limited resources; creating structure
- Technically confident: engaging on platform, API, and integration topics
- AI native: integrates AI into workflows to improve CS performance
- Excellent communicator with strong stakeholder management skills
- Proficient with HubSpot, Gainsight, or similar CS/CRM platforms
- Experience in hospitality tech or B2B SaaS for operationally complex industries (strong plus)
- Exposure to commercial CS frameworks: NRR ownership, account forecasting, expansion playbooks
- Experience contributing to or leading Voice-of-Customer programmes
- Familiarity with API-first or platform-model products
Tasks
- Define and own Customer Success strategy
- Build team structure and lifecycle methodology
- Set metrics for NRR, churn, CSAT, and adoption
- Lead and grow Customer Success Managers
- Establish ownership and accountability standards
- Build scalable CS processes for adoption, advancement, and expansion
- Manage key customer relationships and executive-level reviews
- Represent Voice of the Customer to leadership
- Translate customer insights into actionable feedback
- Define and track customer health using data and tools
- Proactively manage risk and identify growth opportunities
- Partner with Sales, Marketing, Product, and Engineering
- Set strategic direction for onboarding
- Resolve complex onboarding issues cross-functionally
- Hold Onboarding Team Lead accountable for outcomes
- Escalate recurring issues to Product or leadership
- Represent onboarding performance to leadership
- Translate KPIs into business impact narratives
- Inform investment decisions, headcount planning, and product roadmap
Work Experience
- approx. 4 - 6 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- HubSpot
- Gainsight
- SaaS
- Hospitality Tech
- API
- AI
Benefits
Flexible Working
- Flexible working model
- Remote-first across Europe
Team Events
- Regular team events
- Regular in-person moments
- Team dinners
- Company meetups
- Offsites
Parking & Commuter Benefits
- Office in central Munich
Informal Culture
- Diverse and international team
- Feedback-driven culture
Learning & Development
- Learning budget
Purpose-Driven Work
- Autonomy and ownership
Public Transport Subsidies
- Free public transport
More Vacation Days
- 30 days of vacation
Additional Allowances
- 1000 € personal development budget per year
Healthcare & Fitness
- Access to gyms
- Wellness options
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Apaleo and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Like this job?
BetaYour Career Agent finds similar jobs for you every day.
About the Company
Apaleo
Industry
Hospitality
Description
The company is revolutionizing the hospitality industry with its AI-first property management platform, enhancing guest experiences and staff efficiency.
Not a perfect match?
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