Head of Platform Success & Onboarding (Hospitality Tech)

TL;DR

Head of Platform Success & Onboarding (Hospitality Tech): Owning Customer Success function and onboarding experience from the ground up with an accent on strategy, team building, and scalable processes. Focus on driving adoption, expansion, retention, and seamless customer implementation through data-driven health tracking and cross-functional collaboration.

Location: Munich/remote, remote-first across Europe with regular in-person moments

Company

World’s most open, API-first property management platform powering hospitality operations with modular, AI-powered infrastructure.

What you will do

• Define and own Customer Success strategy, team structure, lifecycle methodology, and key metrics like NRR, churn, CSAT, adoption.
• Lead, coach, and grow a team of Customer Success Managers while owning top customer relationships and executive reviews.
• Build scalable CS processes for adoption, advancement, expansion, and track customer health using tools like HubSpot or Gainsight.
• Represent Voice of the Customer to leadership and partner with Sales, Marketing, Product, Engineering.
• Set strategic direction for onboarding, act as escalation point for complex issues, and represent performance at leadership level.

Requirements

• Significant experience in Customer Success, Account Management, or Customer Growth in SaaS, Hospitality Tech, or similar
• Proven track record building or scaling CS function in senior leadership role
• Strong strategic instincts, scalable process design in scale-up environment
• Comfortable with ambiguity, technically confident on platform, API, integrations
• AI native, excellent communicator, proficient with CS/CRM tools like HubSpot, Gainsight

Nice to have

• Experience in hospitality tech or B2B SaaS for complex industries
• Commercial CS frameworks: NRR ownership, account forecasting, expansion playbooks
• Voice-of-Customer programmes
• Familiarity with API-first or platform-model products

Culture & Benefits

• Diverse & international team shaping hospitality tech future
• Feedback-driven culture, learning budget, growth opportunities
• High trust, autonomy, ownership, impact over process
• Flexible & remote-first across Europe, regular team events, office in central Munich
• 30 days vacation, 1.000 € personal development budget, health & wellbeing via EGYM Wellpass, free Deutschland Ticket for Germany-based