Head of Customer Success (m/f/d)

About the Job

As a key growth accelerator, A11 partners with Europe’s most ambitious startups and scaleups, corporates, and SMBs to connect them with top-tier talent ready to make an impact.

We’re looking for an experienced Head of Customer Success (m/f/d) to join and lead the Customer Success & Service Operations at one of our Ecosystem Companies.

As a Head of Customer Success, you’ll design and scale a best-in-class customer success organization, blending operational excellence, data, and AI-driven service automation to deliver exceptional client experiences.

Join the A11 Ecosystem – A next-generation supply chain platform, the company is redefining how one of the world’s largest industries sources, distributes, and finances materials. Engineered to unlock the full potential of global trade, it harnesses agentic AI and workflow automation to provide seamless, high-efficiency access to premium materials at scale. Since its commercial rollout, the platform has fueled exponential growth, optimizing procurement for thousands of businesses while setting new benchmarks for speed, transparency, and efficiency. Its competitive edge lies in full digitization and AI-driven supply chain management automation, eliminating inefficiencies and creating a direct, intelligent bridge between suppliers and buyers. With a team of 80+ FTEs across Europe (Berlin HQ), China, and India, the company is rapidly scaling toward profitability, driving triple-digit million GMV, and setting new industry standards in autonomous, AI-powered supply chain orchestration.

In this role, you’ll:

• Build 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: deliver 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 %.

Your Profile: 

• 5+ years in Customer Success, Account Management, or Service leadership, ideally in 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 is 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.

Please note that this position is based in Berlin.

Benefits and Perks:

• Fulfil a role with entrepreneurial freedom and take a pre-validated business model to the next level
• Join an experienced founding team of serial and 2nd-time founders
• Attractive base and bonus compensation program
• Collaborate with top-tier investors and angels (incl. various unicorn founders) as well as leading market experts

If you’re eager to join the A11 Ecosystem and shape what’s next, we want to hear from you!

Our Commitment to Diversity and Inclusion

A11 is committed to diverse and equal opportunities hiring for all – applicants, candidates, and employees alike. We value humans – with all our glorious multifaceted backgrounds, perspectives, and experiences – and look forward to your application.