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).
Build scalable, repeatable CS processes across the full post-onboarding lifecycle: adoption, advancement, and expansion.
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 a.