Founding Operations & Customer Success Lead

About this role

ABOUT THE ROLE

This is a rare opportunity to join a fast-growing B2B SaaS startup in the AI content space as their first dedicated Operations & Customer Success hire. You'll work directly alongside the founders, owning the full post-sales journey for a portfolio of 40+ enterprise and mid-market clients across 14+ industries. The company's product sits at the cutting edge of AI Visibility / Answer Engine Optimisation (AEO/GEO) — helping brands surface in AI-generated answers on platforms like ChatGPT, Perplexity, and Google AI Overviews.

This is a founding-team-level role with real equity upside and the scope to shape how the company scales its operations and client relationships from the ground up.

WHAT YOU'LL DO

- Own onboarding for new B2B clients, ensuring a smooth, high-quality experience from day one

- Manage and grow relationships across a portfolio of 40+ clients, acting as their primary point of contact

- Identify expansion and upsell opportunities within the existing client base

- Build and improve repeatable processes for customer success, onboarding, and operational workflows

- Work hand-in-hand with the founders on product feedback loops, process improvements, and strategic client initiatives

- Track key customer health metrics and proactively address churn risks

- Contribute to internal tooling and documentation to support the team as it scales

WHAT WE'RE LOOKING FOR

Required:

- Strong ownership mindset — you take initiative, operate autonomously, and follow through

- Comfortable working in an early-stage, fast-moving environment with direct founder collaboration

- Excellent communicator with the ability to build trust with B2B clients

- Eligible to work in Germany without visa sponsorship

- Able to work on-site in Munich or Hamburg (remote work is not available for this role)

Nice to have:

- 0–5 years of experience in customer success, operations, consulting, or a similar client-facing role

- Background at a consulting firm (e.g. strategy, management, or tech consulting) or a B2B SaaS company

- Familiarity with AI, content marketing, or SEO/AEO landscapes

- Experience building or improving operational processes from scratch

COMPENSATION & BENEFITS

- Base salary: €70,000 per year

- Equity: 0.25–0.75% VSOP (virtual stock options), depending on profile and experience

- Direct exposure to founders and meaningful strategic input from day one

- High-growth trajectory with opportunity to build and lead a team over time

LOCATION

- On-site role — based in Munich or Hamburg, Germany

- Remote work is not available for this position

- Visa sponsorship is not available — applicants must have the existing right to work in Germany

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