Head of Customer Success – Onboarding

This is a fully remote position, open to applicants in Germany.

📋 Description

• Establish and take charge of the Customer Success strategy, team framework, lifecycle methodology, and key performance metrics (NRR, churn, CSAT, adoption).

• Lead, mentor, and develop a team of Customer Success Managers, exemplifying ownership, accountability, and customer impact.

• Create scalable and repeatable Customer Success processes throughout the entire post-onboarding lifecycle: adoption, advancement, and expansion.

• Manage Apaleo’s most critical customer relationships, facilitating executive-level business reviews and driving significant outcomes.

• Act as the Voice of the Customer at the leadership level, converting insights into actionable feedback for Product, Engineering, and Go-to-Market teams.

• Define and monitor customer health utilizing data and tools (HubSpot, Gainsight, or similar) to proactively manage risks and identify growth opportunities.

• Collaborate cross-functionally with Sales, Marketing, Product, and Engineering to provide a seamless and commercially aligned customer experience.

• Set the strategic direction for onboarding by working closely with the Onboarding Lead.

• Serve as the senior escalation point for complex onboarding issues, working across teams to resolve systemic challenges.

⛳️ Requirements

• Extensive experience in Customer Success, Account Management, or Customer Growth within SaaS, Hospitality Tech, or similar sectors.

• Proven success in a senior Customer Success leadership position, having built or significantly scaled a Customer Success function rather than merely managing one.

• Strong strategic foresight: able to step back to set direction while remaining engaged enough with the details to maintain credibility with your team and customers.

• Experience in designing and executing scalable Customer Success and onboarding processes in a scale-up environment; you are a builder, not just an inheritor.

• Comfortable navigating ambiguity and limited resources, creating structure where little exists.

• Technically proficient - able to discuss platform, API, and integration topics with customers and internal teams effortlessly.

• AI savvy - integrates AI into workflows to enhance Customer Success performance.

• Exceptional communicator with strong stakeholder management capabilities, both internally and externally.

• Skilled with tools such as HubSpot, Gainsight, or similar Customer Success/CRM platforms.

🏝️ Benefits

• Flexible & Remote Work Options: Remote-first across Europe with regular in-person gatherings when necessary.

• Free Public Transport: Fully covered Deutschland Ticket (for Germany-based employees).

• Team Connection: Regular team dinners, company meetups, and offsite events.

• 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 through EGYM Wellpass.