Digital Experience Manager, Sales Market Germany (m/f/d)

About Onsai

Onsai drives innovation and passion by elevating the hotel industry. Our mission is to provide AI agents that simplify and enhance daily operations for clients through voice, chat, and email. We are a dynamic team of creative minds, tech enthusiasts, and industry experts looking for a structured and proactive Customer Success & Onboarding Manager (m/f/d) to delight our customers and ensure their long-term success.

What Awaits You

As the face of Onsai for our clients, you will guide hotels and hotel groups from contract signing through technical onboarding to ongoing operation, transforming satisfied customers into true fans. You will blend hospitality understanding with technical expertise, optimizing structures and processes to scale Customer Success.

Your Tasks

• Onboarding with a Wow Effect: Guide new clients through the entire onboarding process, from configuring voice, chat, and email modules and PMS integration (e.g., Apaleo, Oracle, Mews) to a successful go-live.
• Day-to-Day Customer Success: Serve as the primary point of contact for your clients, understand their goals, and ensure they derive maximum value from Onsai – proactively, solution-oriented, and on equal terms.
• Scalable Structures & Processes: Contribute to optimizing our Customer Success and onboarding processes from the ground up, including playbooks, templates, health scores, and automations that scale with our growth.
• Daily Work with AI Applications: Work daily with AI tools and our own AI platform, understanding how our AI agents function, optimizing configurations, and using AI to enhance your own productivity.
• Data-Driven Support: Analyze logs and usage data, identify optimization potential, and translate it into concrete recommendations for your clients.
• Retention & Growth: Secure renewals, identify upselling opportunities, and collaborate closely with Sales, Product, and Engineering to integrate customer feedback into the product.

What You Bring

• Languages: German and English negotiation-level fluency (written and spoken) are mandatory. Italian is a strong plus; other languages (e.g., French, Spanish) are welcome.
• AI Affinity: Enjoy and be proficient with AI applications, have experience with AI tools in your daily work, and be eager to dive deep into our voice AI technology.
• Process Thinking: Enjoy building scalable structures and processes, thinking in terms of systems, automation, and repeatability rather than individual solutions.
• Experience in Customer Success, Onboarding, Account Management, or a similar role, ideally in Hotel-Tech, SaaS, or the Hospitality sector.
• Understanding of hotel industry workflows and challenges, with the ability to empathize with clients.
• Structured, self-reliant, and remote-proficient work style, with appreciative communication and the ability to manage multiple parallel clients.
• Analytical, solution-oriented mindset and good technical understanding.

What We Offer

• Remote-First: Decide where and when you are most productive. Optional connection to our offices in Berlin and/or Leipzig; the rest is flexible.
• Scope for Design: Actively build the Customer Success area at Onsai and shape how we delight our customers long-term.
• Start-up Vibes: Flat hierarchies, short decision-making processes, and space for your personality. We support you with further training, courses, and conferences.
• Working at the AI Frontier: Daily work with state-of-the-art voice AI technology and a product transforming the hotel industry.
• Team Spirit: Regular team events, a relaxed atmosphere, and lots of shared fun.
• Fair Compensation: Attractive, qualification-dependent salary package.

How to Apply

Think this is for you? Show us who you are! Send us a voice message or a short video – or, the classic way, your CV via email. We love personality! Show off your multilingualism directly in your application.

Onsai – Making the hotel world better together.