Tech Stack

Description

As Head of Platform Success & Onboarding at Apaleo, you will build and lead the customer success and onboarding functions from the ground up. You'll drive adoption, expansion, and retention while ensuring every new customer has a smooth, confidence-building experience, directly shaping the company's growth trajectory.

Requirements

• Significant experience in Customer Success, Account Management, or Customer Growth within SaaS or Hospitality Tech.
• Proven track record in a senior CS leadership role, building or scaling a CS function.
• Experience designing and implementing scalable CS and onboarding processes in a scale-up environment.
• Technically confident with platform, API, and integration topics; AI-native mindset.
• Proficient with CS/CRM platforms like HubSpot or Gainsight.

Responsibilities

• Define and own Customer Success strategy, team structure, lifecycle methodology, and key metrics (NRR, churn, CSAT, adoption).
• Lead, coach, and grow a team of Customer Success Managers.
• Build scalable CS processes across the post-onboarding lifecycle: adoption, advancement, and expansion.
• Own executive-level customer relationships and drive meaningful outcomes.
• Set strategic direction for onboarding and act as senior escalation point for complex issues.