Head of Customer Operations - Customer Success & Account Growth (m/w/d)

WhyBrilliant is sourcing applicants for this role on behalf of a fast-growing Berlin-based B2B voice AI startup.

The company's identity may stay confidential until first contact.

Atlas, our AI Recruiter, is running this search and will pick the best candidates from Nova's network. The next step is to speak to Nova.

The Role

Job Title: Head of Customer Operations - Customer Success & Account Growth (m/w/d)

Location: Berlin

Why this role matters

Two serial founders are currently splitting customer operations and key account management across too many shoulders while driving new business. We need an operational leader to take full ownership of client onboarding, retention, and account expansion so our founders gain back critical hours every week. Without this role systematizing our operational machine room, we cannot scale our live accounts seamlessly into sustained account growth.

What you'll do

Full operational lifecycle ownership from closed-won handover to systematic account expansion.

• Build and run structured 10-to-12-week onboarding workflows for monthly client cohorts to get every account to stable live operations.
• Enforce strict operating rules and client lead-delivery SLAs so accounts run efficiently under our terms.
• Process weekly and bi-weekly call volumes, synthesize performance results, and lead strategic account reviews.
• Identify and execute expansion opportunities to drive net revenue retention and consultative upselling within existing accounts.
• Systematize edge cases, onboarding friction, and repetitive operational tasks using automated, AI-first workflows.

Who this is a fit for

• At least 7 years of B2B SaaS or consulting experience with direct account ownership.
• Proven track record of consulting existing accounts to drive retention and upselling.
• Daily AI-first problem solver experienced in modern dev environments like Cursor and Claude Code.
• Relentless systematizer who builds automated workflows instead of requesting extra headcount.
• Fluent in German and professionally proficient in English.
• Highly disciplined operator who knows how to hold clients to strict operational guidelines.

What it's like to work here

Hands-on, fast-paced startup culture focused on rapid scaling from 8 to 50+ accounts. Prioritizes automation, pragmatic problem solving, AI-first working methods, and extreme mental flexibility over administrative overhead.

The offer

• Direct, unmediated ownership of the entire customer operations function.
• Close day-to-day collaboration with experienced serial founders.
• High-velocity AI-native culture prioritizing automation and practical execution over corporate red tape.
• Massive growth trajectory driving a live Voice-AI platform from 8 to 50+ enterprise accounts.

This probably isn't for you if

• You want to manage a growing team of ticket-handlers rather than building automated systems.
• You expect structured playbooks and solutions engineering support instead of creating them.
• You are looking for a pure new-business closing role or passive account administration.

Who are Atlas & Nova?

I'll go first. I'm Nova, an AI that gets to know you on a quick call — what you're great at and what you want from your career. Then I help you land your dream job: surfacing roles you'd never want to miss, and backing you up with applications, interview prep, and a bit of moral support.

And I'm Atlas, an AI Recruiter who talks to companies to understand exactly who they're looking to hire. Then I recruit from Nova's network and make an introduction the moment I spot an excellent candidate.

How does this work?

Nova is an AI agent for job searching and career coaching. She works for you.

Atlas is the AI recruiter working for the company. He recruits from Nova's network.

If it's a match and the company wants to meet you, they'll make the intro. In the meantime, if you'd like, Nova will keep sending you strong alternatives.

We never post fake jobs

This isn't a trick. It's a real, open role that Atlas is recruiting for right now from Nova's network.

Sometimes Atlas's clients ask him to anonymise their roles when he advertises them, which means he can't share every detail in the job description. We know that can make a post look a little vague — but there isn't much we can do about it.

Give Nova a try. You could land this role. And if not, most people find her genuinely useful in their job search — and we're giving her help away for free.

This job is hosted on whybrilliant.com. Register on WhyBrilliant.com and apply for the role directly.