Founding Operations & Customer Success Lead

<h3>About the Role</h3><p style="min-height:1.5em">This is a rare opportunity to join a fast-growing B2B SaaS startup in the AI content space as their <strong>first dedicated Operations &amp; Customer Success hire</strong>. 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 <strong>AI Visibility / Answer Engine Optimisation (AEO/GEO)</strong> — helping brands surface in AI-generated answers on platforms like ChatGPT, Perplexity, and Google AI Overviews.</p><p style="min-height:1.5em">This is a <strong>founding-team-level role</strong> with real equity upside and the scope to shape how the company scales its operations and client relationships from the ground up.</p><h3>What You'll Do</h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Own onboarding for new B2B clients, ensuring a smooth, high-quality experience from day one</p></li><li><p style="min-height:1.5em">Manage and grow relationships across a portfolio of 40+ clients, acting as their primary point of contact</p></li><li><p style="min-height:1.5em">Identify expansion and upsell opportunities within the existing client base</p></li><li><p style="min-height:1.5em">Build and improve repeatable processes for customer success, onboarding, and operational workflows</p></li><li><p style="min-height:1.5em">Work hand-in-hand with the founders on product feedback loops, process improvements, and strategic client initiatives</p></li><li><p style="min-height:1.5em">Track key customer health metrics and proactively address churn risks</p></li><li><p style="min-height:1.5em">Contribute to internal tooling and documentation to support the team as it scales</p></li></ul><h3>What We're Looking For</h3><p style="min-height:1.5em"><strong>Required:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Strong ownership mindset — you take initiative, operate autonomously, and follow through</p></li><li><p style="min-height:1.5em">Comfortable working in an early-stage, fast-moving environment with direct founder collaboration</p></li><li><p style="min-height:1.5em">Excellent communicator with the ability to build trust with B2B clients</p></li><li><p style="min-height:1.5em">Eligible to work in Germany <strong>without visa sponsorship</strong></p></li><li><p style="min-height:1.5em">Able to work on-site in <strong>Munich or Hamburg</strong> (remote work is not available for this role)</p></li></ul><p style="min-height:1.5em"><strong>Nice to have:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">0–5 years of experience in customer success, operations, consulting, or a similar client-facing role</p></li><li><p style="min-height:1.5em">Background at a consulting firm (e.g. strategy, management, or tech consulting) or a B2B SaaS company</p></li><li><p style="min-height:1.5em">Familiarity with AI, content marketing, or SEO/AEO landscapes</p></li><li><p style="min-height:1.5em">Experience building or improving operational processes from scratch</p></li></ul><h3>Compensation &amp; Benefits</h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Base salary:</strong> €70,000 per year</p></li><li><p style="min-height:1.5em"><strong>Equity:</strong> 0.25–0.75% VSOP (virtual stock options), depending on profile and experience</p></li><li><p style="min-height:1.5em">Direct exposure to founders and meaningful strategic input from day one</p></li><li><p style="min-height:1.5em">High-growth trajectory with opportunity to build and lead a team over time</p></li></ul><h3>Location</h3><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>On-site role</strong> — based in Munich or Hamburg, Germany</p></li><li><p style="min-height:1.5em">Remote work is not available for this position</p></li><li><p style="min-height:1.5em"><strong>Visa sponsorship is not available</strong> — applicants must have the existing right to work in Germany</p></li></ul><p>Find <a href="https://www.arbeitnow.co.uk">Jobs in United Kingdom</a> on Arbeitnow</a>