[Hiring] Head of Customer Success & Onboarding @Apaleo

Role Description

This is a leadership role that spans two interconnected disciplines: owning Apaleo’s Customer Success function from the ground up, and ensuring every new customer lands well through a best-in-class onboarding experience.

• Drive adoption, expansion, and long-term retention across the customer base.
• Build the systems, playbooks, and team culture that makes success scalable.
• Set the strategic direction for how new customers implement and activate Apaleo.
• Ensure the team delivers a smooth, efficient, and confidence-building experience from day one.

What You’ll Be Up To

Customer Success Strategy & Execution

• Define and own the Customer Success strategy, team structure, lifecycle methodology, and the metrics that matter (NRR, churn, CSAT, adoption).
• Lead, coach, and grow a team of Customer Success Managers.
• Build scalable, repeatable CS processes across the full post-onboarding lifecycle: adoption, advancement, and expansion.
• Own Apaleo’s most important customer relationships.
• Represent the Voice of the Customer at the leadership level.
• Define and track customer health using data and tooling (HubSpot, Gainsight, or similar).
• Partner cross-functionally with Sales, Marketing, Product, and Engineering.

Onboarding Leadership

• Set the strategic direction for onboarding working closely with the Onboarding Lead.
• Act as the senior escalation point for complex onboarding issues.
• Represent onboarding performance at the leadership level.

Qualifications

• Significant experience in Customer Success, Account Management, or Customer Growth within SaaS, Hospitality Tech, or similar industries.
• Proven track record in a senior CS leadership role.
• Strong strategic instincts.
• Experience designing and implementing scalable CS and onboarding processes.
• Comfortable operating with ambiguity and limited resources.
• Technically confident - able to engage 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 tools like HubSpot, Gainsight, or similar CS/CRM platforms.

Requirements

• Experience in hospitality tech or B2B SaaS for operationally complex industries (a strong plus).
• Exposure to commercial CS frameworks: NRR ownership, account forecasting, and expansion playbooks.
• Experience contributing to or leading Voice-of-Customer programmes at an organizational level.
• Familiarity with API-first or platform-model products.

Benefits

• Define and build the CS & Onboarding function at a pivotal moment in Apaleo’s growth.
• Have a genuine seat at the leadership table.
• Work alongside a collaborative, curious team that values autonomy.
• Enjoy a flexible working model, regular team events, and an office in central Munich.

Culture & Growth

• A Diverse & International Team: Work alongside professionals from many backgrounds.
• Growth & Development: Feedback-driven culture, learning budget, and room to grow.
• Autonomy & Ownership: High trust, high accountability.
• Shape the Future of Hospitality Tech: Your work helps define how enterprise growth is built at Apaleo.
• Competitive & Fair Compensation: Benchmark-guided compensation and clear performance expectations.

Perks & Lifestyle

• Flexible & Remote Work Options: Remote-first across Europe.
• Free Public Transport: Fully covered Deutschland Ticket (Germany-based).
• Team Connection: Regular team dinners, company meetups, and offsites.
• Paid Time Off: 30 days of vacation.
• Personal Development Budget: 1.000 € per year (can exceed with approval).
• Health & Wellbeing: Access to gyms and wellness options via EGYM Wellpass.

How You Make an Impact

Joining Apaleo means more than taking on a role, it’s about driving real change in the hospitality industry. As Head of Customer Success & Onboarding, your decisions will directly shape how hundreds of hospitality businesses experience our platform.

We are proud to be an Equal Opportunity and Affirmative Action Employer, committed to fostering a diverse, inclusive, and welcoming workplace.