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

Description

Job Overview

• Role: Head of Platform Success & Onboarding (f/m/d)
• Company: Apaleo
• Location: Munich, Bavaria, Germany
• Employment Type: Full-Time
• Category / Department: Various
• Salary: Competitive / Not Disclosed — confirm during interview
• Listing Source: Arbeitnow

Job Description

Apaleo is the world's most open, API-first property management platform powering the next generation of hospitality operations. Its modular, AI-powered infrastructure enables hoteliers to customise their tech stack, automate routine work, and deliver seamless, personalised guest experiences, powered by best-in-class apps and autonomous AI agents that adapt to every stay.

Your Role

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.

On the CS side, you'll drive adoption, expansion, and long-term retention across the customer base, building the systems, playbooks, and team culture that makes success scalable. On the onboarding side, you'll set the strategic direction for how new customers implement and activate Apaleo, ensuring 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, 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.

Onboarding Leadership

• 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. Hold the Onboarding Team Lead accountable for delivery outcomes, stepping in only where recurring patterns require escalation to Product or leadership.
• Represent onboarding performance at the leadership level, translating KPIs into business impact narratives that inform investment decisions, headcount planning, and product roadmap priorities.

What You'll Bring to the Team

Must-Have Skills & Experience

• 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.

Nice-to-Have Skills & Experience

• 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.

Why You'll Love It Here

• Define and build the CS & Onboarding function at a pivotal moment in Apaleo's growth.
• Have a genuine seat at the leadership table - your strategy will shape the business.
• Work alongside a collaborative, curious team that values autonomy and moves fast.
• 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 and nationalities shaping the future of hospitality tech.
• Growth & Development: Feedback-driven culture, learning budget, and room to grow as the enterprise motion scales.
• Autonomy & Ownership: High trust, high accountability - impact over process.
• 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 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.

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, influence product direction, and define what world-class CS looks like at Apaleo. Your voice matters, your strategy will be felt, and your impact will be tangible.

We are proud to be an Equal Opportunity and Affirmative Action Employer, committed to fostering a diverse, inclusive, and welcoming workplace. We encourage applications from individuals of all backgrounds, regardless of race, colour, religion, gender identity or expression, sex, national origin, age, marital status, disability, or any other characteristic protected by applicable law. Your personal data will be handled with the utmost care and in compliance with GDPR and relevant data protection regulations. We celebrate differences and believe that diversity enriches our team and drives innovation

Find more English Speaking Jobs in Germany on Arbeitnow

Salary & Compensation

The salary for this position has not been publicly disclosed. Compensation is typically determined based on your experience, skills, and interview performance. Use your research on industry benchmarks and the cost of living in the role's location to negotiate effectively.

In addition to base salary, many employers in this sector offer a comprehensive benefits package that may include:

• Annual or performance-based bonuses
• Health, dental, and vision insurance
• Provident Fund (PF) and Gratuity contributions (India)
• Paid Time Off (PTO), sick leave, and public holidays
• Professional development budget and learning allowances
• Stock options or Employee Stock Ownership Plans (ESOPs) at select companies
• Flexible or remote working allowances
• Parental leave and family health coverage

Note: The specific benefits offered by this employer should be confirmed during the offer stage. Not all benefits listed above may apply to every organisation or role type.

Work Arrangement

Type: On-Site / Full-Time

This is an on-site, full-time position. You will be expected to report to the office or designated work location during standard business hours, Monday through Friday. Some companies offer flexible start and end times or occasional work-from-home days at the manager's discretion. The company fosters a collaborative environment with open workspaces, dedicated meeting rooms, and structured team events.

Typical Interview Process

While each organisation structures its hiring differently, candidates for this type of role typically go through the following stages:

1. Resume and application screening
2. Introductory phone or video call with HR
3. Role-specific skill or competency interview
4. Final interview with the hiring manager or panel
5. Reference checks and offer discussion

Tip: Research the company's products, culture, and recent news thoroughly before each interview round.

About the Employer

Apaleo is the organisation posting this opportunity. While full company details are available on the original job listing, here is what you should research before applying:

• Company size and culture: Review the company's LinkedIn profile, Glassdoor reviews, and their official website to understand team size, work culture, and employee satisfaction.
• Products and services: Familiarise yourself with what the company builds, sells, or delivers. Being knowledgeable about their offerings will set you apart during interviews.
• Recent news: Search for any recent fundraising, acquisitions, product launches, or leadership changes — these often come up in interviews and signal company health.
• Location and offices: The role is based in or around Munich, Bavaria, Germany. Confirm office address, remote policy details, and travel requirements during the process.
• Where this listing was found: This job was sourced from Arbeitnow.

How to Apply & Preparation Tips

To apply for the Head of Platform Success & Onboarding (f/m/d) position, follow these steps:

1. Tailor your resume: Customise your CV to match the specific requirements listed in the job description. Use keywords from the posting to pass Applicant Tracking System (ATS) filters.
2. Write a compelling cover letter: Even if not mandatory, a concise cover letter demonstrating your enthusiasm and fit for the role significantly improves your chances.
3. Apply via the original listing: Use the apply link on the original job post to submit your application. Avoid applying through third-party channels that may delay or lose your submission.
4. Prepare for phone screening: Be ready for an initial call within 3–7 business days of applying. Have your resume and a quiet space ready.
5. Follow up professionally: If you haven't heard back in 7–10 business days, a brief, polite follow-up email to the recruiter is acceptable and often appreciated.

Disclaimer: This listing is aggregated from a public job board for informational purposes. JobSetuu does not guarantee the accuracy or current availability of this position. Always verify the details on the employer's official careers page before applying.