Customer Experience Lead

Your responsibilities

You'll take our existing customer experience team to the next level: turn what works into a real CX organization, lead it and stay close to our most important customers yourself.

Plato is entering one of the largest untapped markets in B2B software. Our customers are mid-market distributors, and many of them use AI software for the first time with us. We already have a team of Customer Experience Managers bringing them live. Now we need the structure to scale it across Germany and international markets. You'll report to our CEO and turn the team into a CX organization that runs on clear processes.

In this role you will:

- Institutionalize how we work with customers: clear roles, processes, KPIs and career paths for CXMs across Germany and international markets.
- Build a repeatable onboarding and pilot process that gets distributors live fast and turns pilots into multi-year contracts.
- Coach our CXMs, run regular account reviews, and set the standard for how we work with customers.
- Own adoption, retention and customer health across our portfolio, and spot expansion potential early.
- Lead key accounts yourself and be the trusted partner for owners and sales leaders at our customers.
- Work closely with Sales, Solution Engineering and Product on handovers, ERP integrations and the roadmap.
- Grow the team where it counts, with a hiring and onboarding process that gets new CXMs productive fast.
- Bring customer feedback from the field straight back into product.

Your qualifications

- 2+ years of experience leading a CS or CX team, ideally one you scaled and professionalized.
- Background in Customer Success, Customer Experience or Account Management at a B2B SaaS company, ideally with mid-market or enterprise customers.
- You've owned onboarding, adoption and retention, and you can show the numbers behind it.
- You still love working with customers. You run key accounts yourself, not just the dashboard.
- You can sit with the owner of a family-run distributor and talk business, not features.
- You're comfortable with technical topics like integrations and data, and work well with engineers.
- You build playbooks, processes and KPIs that people actually use.
- Native German speaker and fluent in English.
- Based in Berlin and in the office.

Why us?

- Real ownership. Shape how Plato works with customers across Germany and international markets.
- A team that's already delivering. Turn what works into a CX organization that scales.
- Work directly with our CEO on customer strategy and retention.
- Top-of-market compensation, plus meaningful equity.
- Close to the founders at a fast-growing AI startup backed by Atomico and Cherry Ventures ($14.5M seed).
- Great team, great perks. Weekly team lunches, dinner on us when we work late, a sports membership and regular team events.