About Aphy
Aphy is a Swiss-based agentic AI platform for hotels that automates back-office work in real time, while keeping hoteliers fully informed and in control.
Connecting directly to hotel systems, Aphy’s agents handle transactional tasks like reservation checks, payments, commission validation, booking creation, managing inboxes and invoices, and report back on what was done and why.
The result: fewer hours spent on screens, fewer operational errors, and more time for teams to focus on what guests actually want: human hospitality.
Aphy is dedicated to transforming hospitality operations, allowing teams to prioritize human connection and personalized service.
Role Description
We're looking for a Customer Success Manager based in Spain or Germany.
This is a client-facing, operationally-heavy role at the intersection of hotel operations expertise, product knowledge, and structured process design. You are not a reactive support function. You are the voice of the client inside Aphy and the quality gate for everything that touches a live hotel.
You will own the full post-sale client journey: from initial onboarding through to an embedded, successful relationship that generates product feedback, referrals, and expansion. You will build the processes that make this scalable, and you will manage and grow the onboarding specialists who execute them.
You report directly to the CEO. You will be involved in product decisions. You will be expected to have opinions - and to back them up.
What You Will Own
Onboarding & Implementation
- Design and own the end-to-end onboarding process for all new clients, from contract signature to first live automation run
- Build and maintain the onboarding playbook: intake checklist, system setup, client training, go-live protocol, and handoff criteria
- Oversee and quality-control onboarding specialists; you set the standard and they execute to it
- Manage active pilots across multiple PMS environments: Mews, Apaleo, Opera Cloud, Sta