Principal Customer Success & Operations (m/w/d)

We build and operate Voice-AI agents for B2B sales teams across DACH, taking over the outbound and follow-up calls that slow sales teams down. As our account base scales from 8 to 50+, you will step in to transform hands-on service delivery into automated, repeatable systems that scale without adding headcount.

Overview

Why this role matters

Our founders are currently balancing customer operations and key account management alongside new business growth. We need a dedicated operational leader to own client onboarding, retention, and expansion so our founders can reclaim critical hours every week. By systematizing our delivery engine now, you ensure our accounts expand sustainably as we scale from 8 to over 50 active clients.

Responsibilities

What you'll do

End-to-end customer operations, client onboarding, and consultative account expansion.

  • Run structured 10-to-12-week onboarding implementations for incoming monthly cohorts to bring every client to stable live operations.
  • Enforce strict operating rules and client lead-delivery SLAs so accounts run efficiently on our terms.
  • Process weekly and bi-weekly call volumes, synthesize performance data, and lead strategic account reviews.
  • Identify and capture expansion opportunities to systematically drive net revenue retention and upselling.
  • Eliminate operational friction and repetitive manual tasks using modern AI-first workflows and automation tools.

The first 90 days

What success looks like

  1. Month 1

    Take over active account workflows, win back ~10 hours weekly for the founders, and identify immediate expansion potential across the initial live accounts.

  2. Month 2–3

    Lead 10-to-12-week onboarding implementations and turn regular call volume processing into automated, repeatable systems.

  3. By end of Q1

    Fully own the operational engine, scaling client operations seamlessly across monthly cohorts without added headcount.

Candidate profile

Who this is a fit for

  • 7+ years of B2B SaaS or consulting experience with proven account ownership.
  • Track record of driving retention and consultative upselling within existing accounts.
  • Daily practitioner of AI-first problem solving in tools like Cursor and Claude Code.
  • Systems builder who eliminates operational bottlenecks through automation rather than headcount.
  • Fluent in German with professional working proficiency in English.
  • Rigorous operator comfortable setting clear boundaries and managing client accountability.

Culture

What it's like to work here

Hands-on, fast-paced startup culture focused on rapid scaling from 8 to 50+ accounts. Prioritizes automation, pragmatic problem solving, AI-first working methods, and extreme mental flexibility over administrative overhead.

What you get

The offer

  • Complete, direct ownership of the customer operations and account growth function.
  • Daily peer-level collaboration with two experienced serial founders.
  • High-velocity AI-native culture prioritizing practical automation over administrative overhead.
  • Front-row seat scaling a live Voice-AI platform through a steep B2B growth trajectory.

Skills

Customer Operations · Customer Success Management · Key Account Management · Account Growth & Upselling · Process Automation & Systematization · Onboarding & Implementation · AI-first problem solving · B2B SaaS / Consulting experience · Cursor · Claude Code environment

A quick note

This probably isn't for you if:

  • You want to manage a large team of ticket-handlers rather than building automated systems yourself.
  • You expect established playbooks and solutions engineering support instead of creating them from scratch.
  • You are looking for a pure new-business sales role or passive account administration.

Ready?

Let's talk

If you're ready to take full ownership of our operational machine room and scale client operations through AI, let's talk. Reach out directly to start the conversation.

Home