Customer Success Manager - Remote Opportunity in Hospitality Tech

About the Role

Join Apaleo as a Customer Success Manager and shape the future of hospitality tech! This remote opportunity allows you to work with a revolutionary API-first property management platform that empowers accommodation providers to enhance guest experiences and streamline operations. As a Customer Success Manager, you will be pivotal in helping our clients unlock long-term value from Apaleo, guiding them through their journey from onboarding to optimization.

What You'll Do

• Own a portfolio of small to mid-sized hospitality customers, supporting them through onboarding, adoption, optimization, and expansion phases.
• Drive customer value by enhancing operational workflows, improving reporting accuracy, and boosting revenue KPIs such as direct booking growth.
• Act as the main point of contact for product-related inquiries, including booking logic, reporting, integrations, and workflow optimization.
• Proactively identify risks and opportunities within your portfolio to enhance retention, adoption, and expansion outcomes.
• Collaborate with Sales and Onboarding teams to ensure smooth customer transitions and long-term success planning.
• Work closely with Support and Product teams to surface recurring themes, product gaps, and customer feedback.
• Maintain structured documentation in our CRM (e.g., HubSpot) for visibility and clarity across teams.
• Contribute to building scalable processes and best practices as Apaleo continues to grow.

Requirements

• 2–5+ years of experience in Customer Success, Account Management, Onboarding, or similar customer-facing SaaS roles.
• Proven experience managing a defined portfolio of customers with a focus on retention and satisfaction.
• Ability to clearly articulate complex product features and workflows to diverse audiences.
• Comfort discussing reporting, booking logic, operational processes, and integrations.
• Experience in a startup or scale-up environment, adept at navigating ambiguity and evolving processes.
• Strong prioritization skills to manage multiple customers at various lifecycle stages.
• Familiarity with customer success metrics such as retention, churn, adoption, CSAT, or expansion.
• Fluency in English; knowledge of German or French is a plus.

Nice to Have

• Experience in hospitality tech or Property Management Systems (PMS).
• Understanding of hospitality KPIs like occupancy, ADR, RevPAR, or direct booking performance.
• Exposure to finance or accounting discussions related to reporting and reconciliation.
• Experience advising customers on technology stack decisions or integrations.
• Familiarity with CRM systems like HubSpot, Salesforce, or Pipedrive.
• Experience working cross-functionally with Product and Engineering teams.

What We Offer

• A diverse and international team with professionals from over 20 nationalities.
• Opportunities for growth and development, including 360° feedback reviews and a dedicated learning budget.
• Flexible remote work arrangements to support your work-life balance.
• Engaging company culture that values collaboration and innovation.