Team Lead Customer Success (f/m/d)

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

• C2 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, mee