Head of Customer Success

Location:  Full Onsite. Berlin Mitte, Germany.About the CompanyThe company is the AI-driven trade platform transforming industrial supply in infrastructure, energy, and construction materials. It connects vetted suppliers across Asia, Europe, and the GCC region with local demand through a single integrated platform.Its proprietary AI stack digitizes and automates the full lifecycle of materials trade — from procurement and pricing to inventory, logistics, and embedded financing — replacing thousands of manual, relationship-driven processes with real-time orchestration.Buyers gain instant quotes, reliable availability, and predictable delivery through a unified operating system. Suppliers benefit from accurate forecasting, disciplined demand management, and seamless integration into cross-border fulfillment networks. The company partners with leading brands to run both dropship and cross-dock fulfillment motions for large-scale transactions, turning global supply chains into predictable, repeatable, software-like workflows.Backed by top-tier investors and institutional financing partners, the company has scaled to triple-digit-million GMV, operates across six international markets, and is rapidly expanding toward profitability. With a team of 80+ people across Berlin (HQ) and Asia, it is building the world's first industrial-grade AI operating system for materials — redefining how global trade works in one of the world's largest and most essential industries.About the RoleYou own the full post-sale lifecycle - from order confirmation to repeat purchase. Your mission: make every buyer successful, every delivery frictionless, and every next order faster.This is not a support role. It's an operating role at the intersection of people, process, and AI automation. You'll lead and train a high-performance Customer Success & Service team - and simultaneously build the AI agents that will run the next generation of that work together with Product and Tech.Your team will handle customer requests today - and design the systems so that tomorrow, those requests resolve themselves.What You Will DoBuild and lead the team: hire, coach, and scale a top-tier CS & Service organization. Set clear standards, daily cadences, and measurable outcomes.Automate the routine: work with Product and Tech to design, train, and deploy AI agents that pre-empt customer issues, route tickets, and trigger proactive outreach.Run the floor: track all active orders, shipments, and claims - act before escalation.Own communication: fast, clear, and confident updates via phone, WhatsApp, and email.Drive reactivation: follow up on dormant buyers and coordinate with Sales to turn service into revenue.Collaborate cross-functionally: sync with Procurement, Logistics, and Finance to accelerate issue resolution and eliminate root causes.Close the loop: feed customer signals directly into Product and AI workflows for continuous improvement.Measure everything: claim rate, response time, reactivation rate, NPS, automation %.Who You Are5+ years in Customer Success, Account Management, or Service leadership, ideally in a B2B commerce.Proven experience building and managing teams in high-tempo environments.Operationally obsessive - you thrive on visible dashboards, structured playbooks, and speed.Comfortable working with data, process logic, and AI automation tools; experience co-developing solutions with Product/Tech a strong plus.Excellent communicator, clear, empathetic, and commercially minded.Fluent in English (German or French a plus).Naturally thrives in an office-only culture - believes in on-floor energy and presence.What Success Looks LikeCustomer satisfaction: NPS consistently above 65, claim rate down by 50% within 6 months.Response time: Every inquiry answered within 1 hour, >90% resolved within 24 hours.Team performance: CS & Service team trained, scaled, and operating on visible KPIs with full ownership of their lanes.Automation impact: At least one live AI agent handling repetitive workflows (e.g., status updates, document collection, claim routing) with measurable FTE-hour savings.Predictive operations: Weekly customer-risk dashboard live - issues prevented before they trigger inbound tickets.Systemic excellence: Every process tracked in Salesforce; no blind spots between Sales, Logistics, and Procurement.What´s On OfferFull ownership of Customer Lifecycle KPIs and automation roadmap.Entrepreneurial freedom backed by a validated model, tier-1 investors, and European banksCompetitive salary with performance-based upside.VSOP participation with real equity leverage.A high-impact, visible role at the center of operations, tech, and growth.A culture built on accountability, pace, and presence - no silos, no remote drift, no politicsOur clients are equal-opportunity employers, and we welcome applicants from all backgrounds, regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, disability, or any other characteristic. We believe that diversity drives innovation, creativity, and collective strength.