Head of Customer Operations - Customer Success & Account Growth (m/w/d)

Two serial founders are currently splitting customer operations and key account management across too many shoulders while driving new business. We need an operational leader to take full ownership of client onboarding, retention, and account expansion so our founders gain back critical hours every week. Without this role systematizing our operational machine room, we cannot scale our live accounts seamlessly into sustained account growth.

Full operational lifecycle ownership from closed-won handover to systematic account expansion.

• Build and run structured 10-to-12-week onboarding workflows for monthly client cohorts to get every account to stable live operations.
• Enforce strict operating rules and client lead-delivery SLAs so accounts run efficiently under our terms.
• Process weekly and bi-weekly call volumes, synthesize performance results, and lead strategic account reviews.
• Identify and execute expansion opportunities to drive net revenue retention and consultative upselling within existing accounts.
• Systematize edge cases, onboarding friction, and repetitive operational tasks using automated, AI-first workflows.

• At least 7 years of B2B SaaS or consulting experience with direct account ownership.
• Proven track record of consulting existing accounts to drive retention and upselling.
• Daily AI-first problem solver experienced in modern dev environments like Cursor and Claude Code.
• Relentless systematizer who builds automated workflows instead of requesting extra headcount.
• Fluent in German and professionally proficient in English.
• Highly disciplined operator who knows how to hold clients to strict operational guidelines.

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.

• Direct, unmediated ownership of the entire customer operations function.
• Close day-to-day collaboration with experienced serial founders.
• High-velocity AI-native culture prioritizing automation and practical execution over corporate red tape.
• Massive growth trajectory driving a live Voice-AI platform from 8 to 50+ enterprise accounts.

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

This probably isn't for you if:

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

If you are ready to turn raw startup momentum into an automated, scalable Customer Operations engine, let's talk. Reach out directly to start the conversation.