Apaleo

• Define and own the Customer Success strategy, team structure, lifecycle methodology, and the metrics that matter (NRR, churn, CSAT, adoption). • Lead, coach, and grow a team of Customer Success Managers, setting the standard for ownership, accountability, and customer impact. • Build scalable, repeatable CS processes across the full post-onboarding lifecycle: adoption, advancement, and expansion. • Own Apaleo’s most important customer relationships, guiding executive-level business reviews and driving meaningful outcomes. • Represent the Voice of the Customer at the leadership level, translating insights into actionable feedback for Product, Engineering, and Go-to-Market teams. • Define and track customer health using data and tooling (HubSpot, Gainsight, or similar) to proactively manage risk and identify growth opportunities. • Partner cross-functionally with Sales, Marketing, Product, and Engineering to deliver a seamless and commercially aligned customer experience. • Set the strategic direction for onboarding working closely with the Onboarding Lead. • Act as the senior escalation point for complex onboarding issues, partnering cross-functionally to resolve systemic challenges.