Team Lead Customer Success (f/m/d)

Apaleo; München; Hybrid; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading hospitality tech company in Munich is looking for a Team Lead for Customer Success to lead Customer Success Managers and enhance customer engagement. The ideal candidate has over 4 years of experience in Customer Success and leadership. This role focuses on scaling the customer success function and ensuring long-term customer satisfaction, contributing to a dynamic and innovative environment.

Leistungen

30 Days of Vacation

Flexible Working Style

Free Public Transportation in Munich

Access to EGYM Wellness Pass

Qualifikationen

• 4+ years of experience in Customer Success or similar roles.
• 2+ years of experience in a leadership or mentoring role.
• Experience managing post-onboarding lifecycle in SaaS.

Aufgaben

• Lead and grow a team of Customer Success Managers.
• Build scalable customer success processes.
• Monitor churn risk and customer health proactively.
• Collaborate cross-functionally to enhance customer experience.

Kenntnisse

Native-level German

Fluent in English

Customer Success

Account Management

Leadership

Analytical Mindset

Communication

Tools

Gainsight

HubSpot

Jobbeschreibung

Join Apaleo and Shape the Future of Hospitality Tech!

At Apaleo, we’re revolutionizing the hospitality industry with our AI-first property management platform, giving businesses 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? We’re looking for a Team Lead Customer Success (f/m/d) to join our dynamic team and help shape the future of hospitality technology!

Your Role

As Team Lead Customer Success, you'll lead our Customer Success Managers through the post-onboarding customer journey including adoption, advancement and expansion. Your focus will be to scale our customer success function, drive value across accounts, and ensure that our customers become long-term champions of Apaleo by engaging with our customers directly. You’ll also act as a strategic partner to internal stakeholders, using data and insights to shape how we grow with our customers. This includes leading the team of Customer Success Managers by acting as a coach and strategic planner.

What You’ll Be Up To:

• Lead, coach, and grow a team of Customer Success Managers with a clear focus on ownership, accountability, development and performance management
• Hold the CS team accountable and provide necessary enablement to execute their tasks
• Build scalable customer success processes around key lifecycle stages: adoption, advancement, and expansion
• Represent the Voice of the Customer internally and provide structured feedback to shape product roadmap and go-to-market strategies to ensure customer success, satisfaction and growth
• Maintain high engagement with strategic accounts and enable them to achieve their business goals, guide business reviews, and drive meaningful outcomes
• Monitor churn risk and customer health proactively, using metrics to inform strategy and mitigate risks early
• Collaborate cross-functionally with the Go-to-Market teams, Product and Engineering to deliver a seamless and aligned customer experience

What You’ll Bring to the Team:

Must-Have Skills & Experience

• Native-level German and business fluency in English required
• 4+ years of experience in Customer Success, Account Management, or Customer Growth roles within SaaS, Hospitality Tech, or similar industries (Hospitality experience is a strong plus)
• 2+ years of experience in a leadership or team mentoring role
• Demonstrated experience managing the post-onboarding lifecycle of SaaS customers within a scale up company
• Strong analytical mindset, able to interpret data to inform decisions and drive customer outcomes
• Comfortable navigating technical and consultative success motions with diverse stakeholder groups
• Excellent communicator with a proactive, collaborative approach to internal and external stakeholder engagement
• Comfortable with tools like Gainsight, HubSpot, or similar CS/CRM platforms

Nice-to-Have Skills & Experience

• Previous experience in hospitality tech or B2B software for operationally complex industries
• Exposure to account forecasting and NPS tracking
• Experience contributing to cross-functional programs or Voice-of-Customer initiatives

Why You’ll Love It Here

• Join a high-growth company that’s revolutionizing an industry stuck in the past
• Lead a team making a real difference in customer outcomes not just checklists
• Be part of a collaborative, open-minded team that values autonomy and curiosity
• Enjoy a flexible working model, regular team events, and an office in central Munich

What We Offer:

• A Diverse & International Team– Work alongside passionate experts from various disciplines and backgrounds, fostering a truly global perspective.
• Flat Hierarchy & Flexible Structure– Enjoy autonomy and ownership in an environment that values collaboration over rigid hierarchies.
• A Key Role in a Fast-Growing Startup– Be part of one of the most promising international startups in the hospitality industry, right in the heart of Munich.
• Fair & Transparent Compensation– Benefit from a clear peer review system and career progression plan designed to reward your growth.
• Flexible Working Style– We support flexible hours and remote work, depending on the role.
• Engaging Team Events– Join us for cocktail club nights, team dinners, meet-ups, and the legendary Oktoberfest celebrations!
• 30 Days of Vacation– Recharge and enjoy a generous annual leave policy.
• Free Public Transportation in Munich– We’ve got your commute covered!
• Access to EGYM Wellness Pass– enjoy a variety of fitness and wellness studios to support your physical and mental well-being.

How you make an impact joining Apaleo: Joining Apaleo means more than just taking on a role it’s 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.

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This notice is to notify you that personal data about you has been collected by apaleo GmbH (“Controller”), which is located at Dachauerstr. 15 A 80335 Munich, Germany, and can be contacted by [e-mail] because Controller wishes to evaluate your candidacy for employment at Controller. Your personal data was either obtained from publicly available sources (e.g. LinkedIn) or provided to Controller by someone who referred you for potential employment. Controller’s data protection officer is Dushan Bosiljanov, who can be contacted [e-mail] . Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of Regulation (EU) 2016/679 (General Data Protection Regulation) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.

Your personal data has been shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data has been transferred to the United States. Because the European Union Commission has determined that United States data privacy laws do not ensure an adequate level of protection for personal data collected from EU data subjects, the transfer was subject to appropriate additional safeguards:

Greenhouse Software, Inc. (“Greenhouse”) and Controller have signed a Data Processing Agreement which incorporates the Standard Contractual Clauses as approved by the European Commission pursuant to its decision 2021/914 of 4 June 2021 for the transfer of personal data to processors incorporated outside of the EEA to any country not recognized by the European Commission which do not ensure an adequate level of data protection.

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