Senior Customer Success Manager (f/m/d)

The hospitality industry is dominated by all-in-one software with a closed architecture. This creates data siloes, slow development and dependency on big players. We are changing that!

Apaleo’s API-first property management platform empowers accommodation providers to design a technology stack that creates unique digital guest & staff experiences. The Apaleo Store enables integrations to hundreds of apps to streamline operations, enhance the guest journey and maximize revenue.

Are you up for the challenge? We’re looking for a Senior Customer Success Manager (f/m/d) to join our team in Munich! This job is a great opportunity for professionals willing to take the next step in their career.

What You’ll Be Up To:

As part of the customer success team you will enable our customers to unlock more value with the platform by acting as strategic advisor. You will ensure customer success by helping them achieve their goals.

In your role, you will work closely with the business development and product team and bring the API-first and open platform vision to life.

• Collaborate with our mid-to-large sized chain customers to identify their goals and develop strategies on how to achieve them, which will result in high NRR growth;
• Collect and share data to build a deep understanding of users’ needs and pain points. Based on data, collaborate with cross-functional teams to ensure customer needs are being met and addressed in a timely manner;
• Continuously monitor customer satisfaction and identify opportunities for improvement;
• Drive customer advocacy by ensuring customers are getting the maximum value from our products and are satisfied with their overall experience;
• Iterate on existing processes and continuously improve the experiences our customers have when engaging with Apaleo;
• Act as a customer advocate for product insights, requirements and app partner integrations.

Your skills:

• You are fluent in German and Business English;
• You won’t need to be a platform expert, but have an affinity for technology and interest to develop some coding skills;
• Proven track record of enabling customers strategically and creating customer advocates;
• 3-7 years of experience in customer success, account management, or a related field;
• A customer centric mindset paired with analytic and problem-solving and change management skills;
• You can balance fast workarounds that get the job done & long-term sustainable improvements;
• Excellent communication, presentation and interpersonal skills;
• Strong passion to learn and develop;
• You are attracted by excellence, not afraid to fail and want to move fast.

We offer:

You will be a part of an exciting, open and agile team, where your voice matters and where it has a company-wide impact. We are committed to building a diverse and inclusive environment for everybody. With us, you not only have the opportunity to shape the future of hospitality but also to shape your own career in any direction. We want you to grow with us!

• A diverse team of motivated and international experts from various disciplines and backgrounds;
• Flexible structure with a flat hierarchy;
• A key role in one of the most promising international start-ups in the hospitality industry, located in the heart of Munich;
• Team events: dinners, cocktail club, sports groups and more;
• Remote workplace, we can talk about the time zone ;) In our office in Munich we have a desk available for everyone;
• Fair compensation with a transparent peer review structure;
• 30 vacation days per year;
• Free public transportation inside the city of Munich.

Since the founding of Apaleo, we’ve welcomed over twenty different nationalities into our team. We aspire to increase this number as we continue to grow. Saying this, it’s also important to us that you bring your whole, authentic self to work every day and actively teach us what it means to be you.

Who you will be working with:

Primarily with the customer success team but also with more technical and sales teams within Apaleo.

Apply today and meet us!

We are an Equal Opportunity and Affirmative Action Employer, who encourages applications from all qualified individuals without regard to colour, race, religion, gender identity, sex, gender expression, national origin, age, marital status, disability, or to other non-work-related factors.