Head of Customer Success & Onboarding

ApaleoHospitality Tech, SaaS

Remote-first across EuropeFull-TimeManager

Salary not disclosed

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Job Details

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, having built or significantly scaled a CS function.
Strong strategic instincts: able to zoom out to set direction while staying close enough to the detail.
Experience designing and implementing scalable CS and onboarding processes in a scale-up environment.
Comfortable operating with ambiguity and limited resources, creating structure where little exists.
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, internally and externally.
Proficient with tools like HubSpot, Gainsight, or similar CS/CRM platforms.
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.

Define and own the Customer Success strategy, team structure, lifecycle methodology, and key metrics (NRR, churn, CSAT, adoption).
Lead, coach, and grow a team of Customer Success Managers, setting standards for ownership and customer impact.
Build scalable, repeatable CS processes across the full post-onboarding lifecycle.
Own Apaleo’s most important customer relationships, guiding executive-level business reviews.
Represent the Voice of the Customer at the leadership level, translating insights into actionable feedback for other teams.
Define and track customer health using data and tooling to proactively manage risk and identify growth opportunities.
Partner cross-functionally with Sales, Marketing, Product, and Engineering for a seamless customer experience.
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, translating KPIs into business impact narratives.

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