Founding Operations & Customer Success Lead

Role Summary

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.

Responsibilities

• 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

Requirements

• 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
• 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