Remotehey

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, Stayntouch, Cloudbeds, Protel and more.
• Ensure every client reaches a clearly defined go-live milestone, on time and without open issues

Client Relationship Management

• Own the ongoing relationship with every active client: regular check-ins, structured review documents, escalation handling
• Proactively identify risks before they become problems: low engagement, configuration drift, unmet expectations
• Act as the primary escalation contact when something goes wrong, and resolve it without further escalation, unless necessary
• Build relationships that generate referrals - our ICP is small and interconnected; word-of-mouth is a distribution channel

Product Feedback & Feature Triage

• Listen actively and systematically to client feedback - not just what they say they want, but what the underlying operational problem is
• Apply critical thinking to distinguish genuine product gaps from one-off edge cases, workarounds, or training issues
• Translate client language into structured feature requests that development can act on: context, frequency, impact, affected client count
• Contribute a monthly synthesis of client feedback to the product roadmap process - this is a standing input, not an ad-hoc conversation
• Be the internal advocate for the client without being the client's internal lobbyist - the distinction matters

Process & Team Design

• Design the workflows, templates, and documentation that allow CS to scale without proportional headcount growth
• Define onboarding specialist role scope, quality standards, and performance expectations
• Build the tooling structure that supports lifecycle tracking and proactive intervention
• Own the metrics that matter: time-to-live, client satisfaction, churn risk flags, expansion opportunities

What We Need From You

Non-negotiable

• 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. You understand the daily reality of running a 50+ room independent property
• Reservations-specific knowledge - you understand PMS workflows, OTA connectivity, channel managers, and what happens when a booking goes wrong
• 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. You can hold a product conversation with a developer without needing it translated
• Structured thinker - you design processes before you execute them, and you document what you build
• Clear communicator - written and verbal, in both German and English. Our clients are operators, not tech buyers. You meet them in their language
• Judgment - you know when to escalate, when to resolve independently, and when to push back on a client request that isn't a product problem

Strongly preferred

• 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
• Experience managing a small team or function - even informally; you have set standards and been accountable for others' output
• DACH market knowledge - you understand how independent hoteliers in Germany, Austria, and Switzerland evaluate and buy software

What This Role Is Not

This is not a reactive support role. You are not waiting for tickets. You are not executing tasks handed to you by someone else. You are designing and owning a function that does not fully exist yet.

This is not a role for someone who needs a defined process to operate effectively. You will build the process. The first 90 days will require you to create structure from near-scratch, manage active pilots simultaneously, and make judgment calls with limited information.

This is not a role for someone who wants distance from the product. 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.

Why Aphy

• You are the seventh employee. The decisions you make now will define how CS works at Aphy permanently
• Direct access to the CEO and CTO - no middle layer, no internal politics, fast execution
• The problem we solve is real, underserved, and not going away. Hotels need Aphy, and you can be a part of giving hoteliers a solution that improves their day-to-day
• We are launching Aphy at two events in September and October 2026. You will be on the floor. 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

How to Apply

Send a short message - not a cover letter - to [email protected]. Tell us:

• Where you have worked in or around hotel operations, and what you specifically touched
• Which PMS platforms you have hands-on experience with
• One example of a process you designed from scratch: what the problem was, what you built, and what it changed