Customer Success & Onboarding Manager (m/w/d)

Über Onsai

Onsai stands for Innovation and Passion. Our Mission? Elevating the hotel industry to a new level! With our KI-Technology, we provide AI-Agents that make our customers' daily lives better – uncomplicated, natural, and multilingual. Our digital employees take calls via Voice, Chat, and E-Mail, answer guest inquiries, and book directly into PMS.

We are a dynamic team of creative minds, tech enthusiasts, and industry experts. To drive our growth further, we are looking for a structured and proactive Customer Success & Onboarding Manager (m/w/d) who will excite and make our customers successful from day one.

What you can expect

As Customer Success & Onboarding Manager, you are the face of Onsai for our customers. You accompany hotels and hotel groups from contract signing to technical onboarding until ongoing operation – and ensure that satisfied customers become true fans. You combine hospitality understanding with technical know-how and optimize processes to scale customer success.

Aufgaben

Your tasks

• Onboarding with Wow-Effect: You guide new customers through the entire onboarding process – from configuring Voice-, Chat-, and E-Mail-modules, PMS connections (e.g. Apaleo, Oracle, Mews) to successful go-live.
• Customer Success in daily business: You are the first point of contact for your customers, understand their goals, and ensure they get the full value out of Onsai – proactively, solution-oriented, and on eye level.
• Scalable structures & processes: You optimize our customer success and onboarding processes from scratch with – Playbooks, Templates, Health-Scores, and automations that grow with our growth.
• Daily work with KI-applications: You work daily with KI-tools and our own AI-platform – you understand how our AI-Agents function, optimize configurations, and use KI to make your work more productive.
• Data-driven care: You analyze logs and usage data, recognize optimization potential, and translate it into concrete recommendations for your customers.Retention & Growth: You ensure extensions, recognize upselling opportunities, and work closely with Sales, Product, and Engineering to incorporate customer feedback into the product.

Qualification

What you bring

• Languages – the more, the better: German and English are mandatory in writing and speaking. Italian is a strong plus, other languages (e.g. French, Spanish) are warmly welcome.
• KI-affinity: You work comfortably and routiniert with KI-applications, have already experienced AI-tools in your daily work, and enjoy diving deep into our Voice-AI-Technology.
• Process thinking: You enjoy building structures and processes that are scalable – and think in systems, automation, and repetition rather than single solutions.
• You bring experience in Customer Success, Onboarding, Account Management, or a comparable role – ideally in the hotel-tech-, SaaS- or hospitality-field.
• You understand the workflows and challenges of the hotel industry and can put yourself in your customers' shoes.
• You work structured, self-responsible, and remote-sufficient, communicate respectfully, and keep track even with multiple parallel customers.
• An analytical, solution-oriented mindset and a good technical understanding round out your profile.

Benefits

What we offer

• Remote-first: You decide where and when you work most productively. Optional connection to our office in Berlin and/or Leipzig – the rest is flexible.
• Gestaltungsspielraum: You build the Customer Success area at Onsai actively and shape how we excite our customers long-term.
• Start-up-Vibes: Flat hierarchies, short decision-making paths, and room for your personality. We support you in further education, courses, and conferences.
• Working on the KI-front: You work daily with modern Voice-AI-Technology and a product that changes the hotel industry.
• Team spirit: Regular team events, a relaxed atmosphere, and plenty of shared fun.Fair compensation: Good work is appreciated here – with an attractive, qualification-based salary package.

How you apply

Sounds like your thing? Then show us who you are! Send us a voice message or a short video – or quite classically your CV by email.

And hey – no worries, we love personality! Multilingualism is welcome to be shown directly in your application.

Onsai – Together, let's make the hotel industry better.

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