Head of Customer Success – Onboarding

🕒 April 14

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Apaleo

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤖 Artificial Intelligence

🏠 Real Estate

💰 Series A on 2023-03

Artificial Intelligence • Real Estate • Hospitality

Apaleo is an AI technology company based in Switzerland that automates processes across various industries, including hospitality and real estate, through its ailean platform. The company's technology aims to streamline administrative tasks, allowing personnel to focus on improving customer and tenant experiences. Founded by Alexandros Tyropolis and Florian Krausbeck, Apaleo is committed to transforming industry operations with advanced technology solutions.

📋 Description

• 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, setting the standard for ownership, accountability, and customer impact. • Build scalable, repeatable CS processes across the full post-onboarding lifecycle: adoption, advancement, and expansion. • Own Apaleo’s most important customer relationships, guiding executive-level business reviews and driving meaningful outcomes. • Represent the Voice of the Customer at the leadership level, translating insights into actionable feedback for Product, Engineering, and Go-to-Market teams. • Define and track customer health using data and tooling (HubSpot, Gainsight, or similar) to proactively manage risk and identify growth opportunities. • Partner cross-functionally with Sales, Marketing, Product, and Engineering to deliver a seamless and commercially aligned customer experience. • Set the strategic direction for onboarding working closely with the Onboarding Lead. • Act as the senior escalation point for complex onboarding issues, partnering cross-functionally to resolve systemic challenges.

🎯 Requirements

• 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, you’ve built or significantly scaled a CS function, not just managed one. • Strong strategic instincts: able to zoom out to set direction while staying close enough to the detail to build credibility with your team and customers. • Experience designing and implementing scalable CS and onboarding processes in a scale-up environment, you’re a builder, not an inheritor. • Comfortable operating with ambiguity and limited resources. You create structure where little exists. • Technically confident - able to engage on platform, API, and integration topics alongside customers and internal teams without breaking a sweat. • AI native - integrates AI into workflows to improve CS performance. • Excellent communicator with strong stakeholder management skills, internally and externally. • Proficient with tools like HubSpot, Gainsight, or similar CS/CRM platforms.

🏖️ Benefits

• Flexible & Remote Work Options: Remote-first across Europe with regular in-person moments where it matters. • 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.