Customer Success Manager (f/m/d)

📋 Description

• • As a Customer Success Manager (CSM) at Apaleo, you will be instrumental in revolutionizing the hospitality industry by empowering small to mid-sized accommodation providers with our cutting-edge API-first property management platform. Your primary focus will be to nurture and grow a dedicated portfolio of customers, ensuring they derive maximum long-term value from Apaleo throughout their entire lifecycle. This involves guiding them from the initial post-onboarding phase through to advanced optimization, driving improvements in their business key performance indicators (KPIs), and facilitating the strategic advancement of their technology stack.
• • This role is distinctly proactive, moving beyond reactive support to establish yourself as a trusted strategic partner for hospitality operators. You will provide expert guidance on enhancing operational workflows, refining reporting accuracy, optimizing revenue generation strategies, and making informed technology decisions. This will all take place within a dynamic, fast-paced scale-up environment where continuous process evolution is the norm, offering a unique opportunity to contribute to shaping operational frameworks.
• • You will be an integral part of the Platform Success team, fostering close collaboration with various departments including Onboarding, Support, Account Management, Solution Architecture, and Product. This cross-functional synergy is crucial for ensuring our customers achieve sustained success and growth with the Apaleo platform.
• • Your responsibilities will encompass owning a defined portfolio of small to mid-sized hospitality customers, guiding them through critical stages: onboarding, adoption, optimization, and expansion. This holistic approach ensures a seamless customer journey and maximizes their engagement with our services.
• • A key aspect of your role will be to drive tangible customer value by assisting operators in enhancing their operational workflows, improving the accuracy of their reporting mechanisms, and boosting key revenue KPIs. This includes initiatives aimed at increasing direct booking growth and improving overall performance visibility.
• • You will serve as the primary point of contact for all customer inquiries related to the Apaleo platform, offering expert advice on complex areas such as booking logic, reporting functionalities, integration strategies, and workflow optimization.
• • Proactively identifying potential risks and emerging opportunities within your customer portfolio will be essential. This foresight will enable you to implement strategies that enhance customer retention, deepen adoption rates, and drive expansion outcomes, thereby securing long-term partnerships.
• • You will collaborate closely with the Sales and Onboarding teams to ensure smooth customer handovers and to develop comprehensive long-term success plans tailored to each client's unique needs.
• • A vital part of your role involves working hand-in-hand with the Support and Product teams. By surfacing recurring customer themes, identifying product gaps, and channeling valuable customer feedback, you will directly influence product development and service improvements.
• • Maintaining meticulous and structured documentation within our CRM system (such as HubSpot) is critical for ensuring transparency and clarity of customer status and interactions across all internal teams.
• • You will actively contribute to the development and refinement of scalable processes and best practices, playing a key role in establishing robust operational frameworks as the company continues its growth trajectory.
• • This role offers a unique opportunity to shape the future of hospitality technology by directly impacting how businesses operate and serve their guests, making a tangible difference in a rapidly evolving industry.