Customer Success Lead in Berlin

Andercore is the AI-native supplier of industrial materials for energy, infrastructure, and construction in wholesale and beyond.

We trade with global suppliers and distribute to European customers on our own account. Our AI runs the full trade and distribution end-to-end: sourcing, quality, pricing, sales, logistics, and embedded financing. For the customer, it feels like buying from their preferred local supplier; for our partners, it is the most convenient and safe way to do business across borders. Behind it, our software and agentic AI do the heavy lifting that used to take an asset-intensive supply chain with four or five intermediaries and weeks of manual coordination.

Where we are today:

• Strong triple-digit-million euro turnover
• Seven European markets live
• 80+ people across Berlin (HQ), offices in London, Mumbai, and Shanghai

$40M Series B just closed, $75M raised to date from Atomico, Project A, and Inven Capital, institutional financing from international banks.

We are building the world's first and last industrial-grade AI operating system for materials, redefining how global trade works in one of the largest and most essential industries on earth.

About the Role

You 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 Do

• 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: 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 Are

• 5+ 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 and German
• Naturally thrives in an office-only culture - believes in on-floor energy and presence.

What Success Looks Like

• Customer 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 Offer

• Full ownership of Customer Lifecycle KPIs and automation roadmap.
• Entrepreneurial freedom backed by a validated model, tier-1 investors, and European banks
• Competitive 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 politics

We are an equal-opportunity employer and 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.

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