Growth and Customer Experience Lead

vor 3 Wochen

Cologne, Deutschland project b. Vollzeit

THE COMPANY

Yes, it’s a big hairy audacious goal…

Over the last year, project b. has built a team of seasoned founders with 50+ years experience unf*cking industries, ranging from construction, media + telecom, and benefits to embedded finance. Today our team has set its sights on improving the lives of every German that interacts with payroll.

Payroll hasn’t changed in 30 years. Gosh, the tools literally look like Windows 95.

Today, we are integrating process automation & LLMs into a robust data architecture that is fundamentally changing how companies interact with their employees and service providers. You may even get paid faster.

Now this may seem a bit outlandish, as everyone is doing this these days. Our team has collectively raised over 750 million from VCs in Germany and Silicon Valley. They have also built one of Europe’s biggest payroll products on the tech and product side.


THE POSITION

We’re looking for a Growth and Customer Experience Lead (m/f/d) to join the founders & team.


What you’ll be doing

As a Growth and Customer Experience Lead, you are the first point of contact for our clients and the ultimate problem-solver and customer experience champion.

  • Get a rock-solid grasp on what our customers want, need and struggle with to input further product development, product upselling and bug fixing.
  • Be the first to spot customer support tickets, troubleshoot and ensure the right team members are informed.
  • Define the tech stack in our Customer Success function, setting up the necessary tools, tracking systems, and processes.
  • Work together with growth and product, using your insights in customer success to shape the product roadmap and growth activities.
  • Improve and standardize our customer success flows from first action to resolution.
  • Proactively point out issues or improvements to push us forward.
  • Keep in touch with customers regularly, review and share back their feedback to the team.
  • Build and implement a long-term customer success strategy that keeps customers loyal & happy, including building out the team.
  • Spot opportunities for upselling and cross-selling as our client base grows.


Why this is exciting

  • Project b. is an early-stage project – you have the chance to work closely with the founders.
  • Our customer success function is complex, with process-building and multiple stakeholders—ideal for someone who loves challenges and making a big impact.
  • There is potential to transition into the product team or help build our growing customer success team over time.
  • You define your impact. We don't micromanage. We hope for you to come in, take ownership and make us better.
  • The team is experienced in start-up building in Silicon Valley & Europe and the payroll market. Skip the noise, focus on what's important and profit from an opportunity to learn.


EXPERIENCE & QUALIFICATION


What you should bring

Here are some key qualifications and traits we look for:

  • German fluent or native (you’ll be talking to customers in German) and English fluent. This is a must-have.
  • 3-5 years of experience in Customer Success or other customer-facing roles, ideally in a B2B SaaS start-up. Bonus: experience in payroll/HR/fintech.
  • Entrepreneurial spirit: You are excited about building up the customer success function from scratch.
  • You are skilled at quickly learning how to use new digital tools (e.g., linear, grafana) to track down the source of issues, pinpoint where they’re coming from, and know exactly who in the product the team should fix them.
  • You’re an excellent communicator and you easily build credibility across customers, the product and the growth team.
  • You have a sharp problem-solving mindset: always finding creative solutions and driving success.
  • Your organizational skills are exceptional: handling multiple customers and projects with ease.


✌️ What else?

  • We value ownership: you take full responsibility for your work and initiatives.
  • Customer focus: you enjoy engaging with customers and understanding their needs.
  • Product enthusiast: You have a knack for understanding our product deeply.
  • Entrepreneurial mindset: with aspirations to potentially start your own business in the future.
  • People person: you thrive in collaborative environments and enjoy working with diverse teams.
  • Learner: You're keen to learn about your customers and adapt to new ways of working.


We’re happy to see you in our offices in Munich or Berlin, however this role can be performed remotely.


Sounds good? Let’s chat

Don't meet every single requirement? At project b, we're building an inclusive, diverse, and authentic workplace, so if you're excited about our vision/mission and this role caught your eye - we encourage you to get in touch

  • Customer Experience Manager

    vor 1 Monat

    Cologne, Deutschland HRS Group Vollzeit

    HRS AS A COMPANY HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay. ProcureTech digitally revolutionizes lodging procurement, connecting corporations...

  • Customer Experience Manager

    vor 1 Monat

    Cologne, Deutschland HRS Group Vollzeit

    HRS AS A COMPANY HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay. ProcureTech digitally revolutionizes lodging procurement, connecting...

  • Customer Journey Manager Customer Communication

    vor 2 Wochen

    Cologne, Deutschland Eurowings Digital GmbH Vollzeit

    What you’ll do Map and maintain segmented end-to-end customer journeys with focus on customer communication, having an overview of insights and action points to support teams in setting and achieving experience KPIs and business goals Identify, analyze and disseminate economically meaningful customer insights, proactively identifying opportunities...

  • Shopping Experience Expert

    vor 1 Monat

    Cologne, Deutschland Helion Research Vollzeit

    Are you passionate about perfecting customer experiences online and in stores? If so,we need you! By providing productive and expert feedback about your shopping experience withour partners, you will completely elevate the shopping experience of millionsof people world-wide. Wow, what an impact! About us: Helion Research is a leader in global,...

  • User Experience Manager

    vor 3 Wochen

    Cologne, Deutschland MacGregor Black Vollzeit

    User Experience ManagerAre you passionate about creating seamless user experiences that drive engagement and conversion? Do you have the leadership skills to guide a team in delivering cutting-edge digital solutions? Are you ready to shape the future of e-commerce with your expertise in UX design and technology?MacGregor Black is partnering with a leading...

  • Sales Manager

    vor 4 Wochen

    Cologne, Deutschland Unlock Growth Vollzeit

    DAS RICHTIGE TEAM: GROWTH HACK NO. 1!Genau dieses Mindset verkörpert unser Growth A-Team.Wir „hacken“ einerseits täglich an unserer eigenen Wachstumsstrategie für unsere Dienstleistungs- und SaaS-Produkte. Andererseits für unsere Kunden, bestehend aus Startups und Unternehmenskunden in Form von Keynotes, Bootcamps und dem Unlock Growth Team...

  • SuccessFactors Team Lead

    vor 2 Wochen

    Cologne, Deutschland Empiric Vollzeit

    SuccessFactors Team Lead Remote (Germany) ️ Payroll & HR Transformation LeaderI'm representing a global SAP consultancy with a renowned SuccessFactors practice across EMEA & DACH specifically who have an extremely healthy sales pipeline of HR Transformation projects for the end of this year and are looking for an experienced SuccessFactors Team lead.The...

  • Working Student Hotel Experience Management

    vor 3 Monaten

    Cologne, Deutschland HRS GmbH Vollzeit

    HRS AS A COMPANYHRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay. ProcureTech digitally revolutionizes lodging procurement, connecting corporations...

  • Digital Growth Manager

    vor 3 Monaten

    Cologne, Deutschland KI group GmbH Vollzeit

    impactAI, KI Group's exciting new venture, is on a mission to be the compass guiding corporations through the vast world of Generative AI. We are not just another consulting firm; we are an innovative hub with connections to a global network of AI researchers, entrepreneurs, and investors, spanning from the US to Israel. Our extensive ecosystem allows us to...

  • Team Lead Data Engineer

    vor 1 Monat

    Cologne, Deutschland THRYVE Vollzeit

    Team Lead Data EngineerLocation: Onsite in Berlin or Remote in Germany Salary: Up to €115,000Start Date: ASAP**FLUENT GERMAN SPEAKING REQUIRED**Our client, a leading company in the field of harnessing data as a valuable digital asset, is at the forefront of pragmatic and intelligent solutions that drive business growth through data analytics. With a...

  • User Experience

    vor 3 Wochen

    Cologne, Deutschland Dyson Vollzeit

    About us  Dyson is growing fast, and our ambition is huge – more categories, more locations, and more people. Our technology is unique and complex, so it’s up to us to explain it clearly. Working in-house, directly with engineers and the broader business, we create inspirational communications that showcase our technology. At Dyson, we are...

  • Shopping Experience Expert

    vor 5 Monaten

    Cologne, Deutschland Helion Research Vollzeit

    Are you passionate about perfecting customer experiences online and in stores? If so, we need you! By providing productive and expert feedback about your shopping experience with our partners, you will completely elevate the shopping experience of millions of people world-wide. Wow, what an impact! About us: Helion Research is a leader in global,...

  • Shopping Experience Expert

    vor 5 Monaten

    Cologne, Deutschland Helion Research Vollzeit

    Are you passionate about perfecting customer experiences online and in stores? If so, we need you! By providing productive and expert feedback about your shopping experience with our partners, you will completely elevate the shopping experience of millions of people world-wide. Wow, what an impact! About us: Helion Research is a leader in global,...

  • Performance Marketing Manager

    vor 3 Monaten

    Cologne, Deutschland Unlock Growth Vollzeit

    DAS RICHTIGE TEAM: GROWTH HACK NO. 1!Genau dieses Mindset verkörpert unser Growth A-Team. Wir „hacken“ einerseits täglich an unserer eigenen Wachstumsstrategie für unsere Dienstleistungs- und SaaS-Produkte. Andererseits für unsere Kunden, bestehend aus Startups und Unternehmenskunden in Form von Keynotes, Bootcamps und dem Unlock Growth Team...

  • Sales Manager

    vor 3 Wochen

    Cologne, Deutschland Unlock Growth Vollzeit

    DAS RICHTIGE TEAM: GROWTH HACK NO. 1! Genau dieses Mindset verkörpert unser Growth A-Team. Wir „hacken“ einerseits täglich an unserer eigenen Wachstumsstrategie für unsere Dienstleistungs- und SaaS-Produkte. Andererseits für unsere Kunden, bestehend aus Startups und Unternehmenskunden in Form von Keynotes, Bootcamps und dem Unlock Growth Team...

  • Sales Manager

    vor 4 Wochen

    Cologne, Deutschland Unlock Growth Vollzeit

    DAS RICHTIGE TEAM: GROWTH HACK NO. 1! Genau dieses Mindset verkörpert unser Growth A-Team. Wir „hacken“ einerseits täglich an unserer eigenen Wachstumsstrategie für unsere Dienstleistungs- und SaaS-Produkte. Andererseits für unsere Kunden, bestehend aus Startups und Unternehmenskunden in Form von Keynotes, Bootcamps und dem Unlock Growth Team...

  • Sales Manager

    vor 4 Wochen

    Cologne, Deutschland Unlock Growth Vollzeit

    DAS RICHTIGE TEAM: GROWTH HACK NO. 1! Genau dieses Mindset verkörpert unser Growth A-Team. Wir „hacken“ einerseits täglich an unserer eigenen Wachstumsstrategie für unsere Dienstleistungs- und SaaS-Produkte. Andererseits für unsere Kunden, bestehend aus Startups und Unternehmenskunden in Form von Keynotes, Bootcamps und dem Unlock Growth Team...

  • IT Retail Sales and Account Manager

    vor 2 Wochen

    Cologne, Deutschland HRS Hospitality & Retail Systems Vollzeit

    About HRS InternationalHRS is international IT services and solutions provider, partner of Oracle, Cegid, Frequentiel, Diggecard and other vendors, providing coverage in over 90 countries with the team of more than 800 people to more than 13 000 customers.HRS has always put the customer first. We ensure that we speak their language, understand their...

  • Engineering Lead Automotive

    vor 2 Monaten

    Cologne, Deutschland Publicis Sapient Vollzeit

    Job Description About the Role Are you ready to spearhead engineering transformation in the transportation and mobility sector? Publicis Sapient is seeking a visionary Senior Technology Leader to join our automotive and mobility business and be part of the leadership team in EMEA and APAC. This role offers a unique opportunity to act as a trusted...

  • Engineering Manager

    vor 1 Monat

    Cologne, Deutschland Kaufland e-commerce Vollzeit

    AnstellungsdetailsPermanent contract, full-time, Remote or Cologne / Darmstadt / DüsseldorfInfoWho we areWe operate the international online marketplaces of Kaufland: Several thousand sellers and millions of products make us one of the fastest growing online marketplaces. Ours is a dynamic corporate culture that merges a start-up mentality with the...