Customer Success Manager (fmd)

Join Apaleo and Shape the Future of Hospitality Tech!

At Apaleo were revolutionizing the hospitality industry with our API-first property management platform giving accommodation providers the power to build a tech ecosystem that enhances both guest experiences and staff efficiency. With seamless integrations to hundreds of apps through the Apaleo Store our platform simplifies operations elevates the guest journey and drives revenue growth.

Are you ready to make an impact

Were looking for a Customer Success Managerto own and develop a portfolio of small to mid-sized customers helping them unlock long-term value from Apaleo across their lifecycle - from post-onboarding optimization to business KPI improvement and technology stack advancement.

This is not a reactive support role. Youll act as a trusted partner to hospitality operators guiding them through operational improvements reporting logic revenue optimization and smart technology decisions all within a fast-moving scale-up environment where processes are still evolving.

Youll sit within our Platform Success team and collaborate closely with Onboarding Support Account Management Solution Architecture and Product to ensure customers grow successfully with Apaleo.

What Youll Be Up To:

• Own a portfolio of small to mid-sized hospitality customers supporting them across onboarding adoption optimization expansion.

• Drive customer value by helping operators improve operational workflows reporting accuracy and revenue KPIs such as direct booking growth and performance visibility.

• Act as the main point of contact for product-related questions including booking logic reporting integrations and workflow optimization.

• Proactively identify risks and opportunities within your portfolio to improve retention adoption and expansion outcomes.

• Partner with Sales and Onboarding for smooth customer handovers and long-term success planning.

• Collaborate with Support and Product to surface recurring themes product gaps and customer feedback.

• Maintain structured documentation in our CRM (e.g. HubSpot) ensuring visibility and clarity across teams.

• Contribute to building scalable processes and best practices as we grow.

What Youll Bring to the Team:

• 25 years of experience in Customer Success Account Management Onboarding or similar customer-facing SaaS roles.

• Experience owning a defined portfolio of customers with responsibility for retention and customer satisfaction.

• Ability to clearly explain complex product features and workflows to different audiences.

• Comfortable discussing topics related to reporting booking logic operational processes and integrations.

• Experience in a startup or scale-up environment with comfort operating in ambiguity and evolving processes.

• Strong prioritization skills and the ability to manage multiple customers at different lifecycle stages.

• Exposure to customer success metrics such as retention churn adoption CSAT or expansion.

• Fluent in English (German or French is a plus).

Nice to Have:

• Experience in hospitality tech or Property Management Systems (PMS).

• Understanding of hospitality KPIs such as occupancy ADR RevPAR or direct booking performance.

• Exposure to finance or accounting-related discussions (e.g. reporting fiscalization reconciliation).

• Experience advising customers on technology stack decisions or integrations.

• Familiarity with CRM systems such as HubSpot Salesforce or Pipedrive.

• Experience working cross-functionally with Product and Engineering teams.

Culture & Growth

• A Diverse & International Team:Work alongside passionate professionals from over 20 nationalities bringing unique cultural perspectives backgrounds and experiences to shape the future of hospitality tech.
• Growth & Development:As we scale so do your opportunities. Youll benefit from 360 feedback reviews a dedicated learning budget and plenty of chances to take on more responsibility. Our evolving career framework ensures you have increasing opportunities to learn new skills advance your career and make an impact.
• Autonomy & Ownership:Great ideas can come from anywhere. We empower you to take responsibility make decisions and contribute directly in an environment built on trust transparency and collaboration.
• Shape the Future of Hospitality Tech:Be part of a fast-growing scale-up transforming the hospitality industry. From day one your work drives real impact and youll have the freedom to bring your ideas to life.
• Competitive & Fair Compensation:We believe great work deserves great pay. Our salaries are competitive and guided by benchmarking data to ensure fairness across all roles and teams. We make sure to recognize and reward performance and contribution.

Perks & Lifestyle

• Flexible & Remote Work Options:We focus on results not clocking hours. You can work from home the office or in a hybrid setup with flexibility to adapt your schedule as long as it makes sense for your role your team and our business.
• Free Public Transport:Travel across Germany with ease using our fully coveredDeutschland Ticket.
• Team Connection:Strong connections fuel collaboration. We celebrate and connect through regular team dinners company meetups Oktoberfest celebrations Christmas parties and other offsite events.
• Paid Time Off:Enjoy30 days of vacationto fully disconnect recharge and return inspired.
• Health & Wellbeing:Prioritize your health with access to hundreds of gyms fitness studios and wellness options through ourEGYM Wellpassmembership.
• Learning & Development:Growth is part of our culture. Youll receive an annual 1000 budget to invest in the skills courses and certifications that move you forward

How you make an impact joining Apaleo:Joining Apaleo means more than just taking on a role its about driving real change in the hospitality industry. Your contributions will directly shape our innovative platform influence company-wide decisions and help redefine the future of hospitality tech. At Apaleo your voice matters your ideas are valued and your impact is tangible. Be part of a team where your work fuels progress collaboration sparks innovation and growth is a shared journey.

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 color 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.