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.
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.
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; Mews, Apaleo, Opera Cloud, Stayntouch, Cloudbeds, Protel and more.
Client Relationship Management
Proactively identify risks before they become problems: low engagement, configuration drift, unmet expectations
Apply critical thinking to distinguish genuine product gaps from one-off edge cases, workarounds, or training issues
Define onboarding specialist role scope, quality standards, and performance expectations
Build the tooling structure that supports lifecycle tracking and proactive intervention
English fluency and German at C1 level or above - this is not optional; the majority of our clients communicate in German
Direct hotel operations experience - you have worked in or with hotels in a role that touched reservations, front desk, or back-office processes. Technical fluency - you do not need to write code, but you need to understand integrations, data flows between systems, and why a technical limitation is a limitation. Clear communicator - written and verbal, in both German and English. Experience in a B2B SaaS customer success, implementation, or account management role - ideally in hotel tech, travel tech, or a vertical SaaS environment
Familiarity with the hotel tech stack from either the hotel or vendor side
DACH market knowledge - you understand how independent hoteliers in Germany, Austria, and Switzerland evaluate and buy software
This is not a reactive support role. You will be expected to understand Aphy technically, demo it confidently, and explain it accurately to hotel GMs and operators who have no patience for vague answers.
Hotels need Aphy, and you can be a part of giving hoteliers a solution that improves their day-to-day
You will be part of the commercial milestone
We take compliance, data privacy, and client trust seriously - we are building something that handles sensitive hotel and guest data, and we do it correctly
Where you have worked in or around hotel operations, and what you specifically touched