Principal Customer Success & Operations (m/w/d) in Berlin

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:

Principal Customer Success & Operations (m/w/d)

Location:

Berlin

Why this role matters

Our founders are currently balancing customer operations and key account management alongside new business growth. We need a dedicated operational leader to own client onboarding, retention, and expansion so our founders can reclaim critical hours every week. By systematizing our delivery engine now, you ensure our accounts expand sustainably as we scale from 8 to over 50 active clients.

What You'll Do

End-to-end customer operations, client onboarding, and consultative account expansion.

• Run structured 10-to-12-week onboarding implementations for incoming monthly cohorts to bring every client to stable live operations.




• Enforce strict operating rules and client lead-delivery SLAs so accounts run efficiently on our terms.




• Process weekly and bi-weekly call volumes, synthesize performance data, and lead strategic account reviews.




• Identify and capture expansion opportunities to systematically drive net revenue retention and upselling.




• Eliminate operational friction and repetitive manual tasks using modern AI-first workflows and automation tools.

What success looks like

Month 1: Take over active account workflows, win back ~10 hours weekly for the founders, and identify immediate expansion potential across the initial live accounts.

Month 2-3: Lead 10-to-12-week onboarding implementations and turn regular call volume processing into automated, repeatable systems.

By end of Q1: Fully own the operational engine, scaling client operations seamlessly across monthly cohorts without added headcount.

Who This Is a Fit For

• 7+ years of B2B SaaS or consulting experience with proven account ownership.




• Track record of driving retention and consultative upselling within existing accounts.




• Daily practitioner of AI-first problem solving in tools like Cursor and Claude Code.




• Systems builder who eliminates operational bottlenecks through automation rather than headcount.




• Fluent in German with professional working proficiency in English.




• Rigorous operator comfortable setting clear boundaries and managing client accountability.

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

• Complete, direct ownership of the customer operations and account growth function.




• Daily peer-level collaboration with two experienced serial founders.




• High-velocity AI-native culture prioritizing practical automation over administrative overhead.




• Front-row seat scaling a live Voice-AI platform through a steep B2B growth trajectory.

This probably isn't for you if

• You want to manage a large team of ticket-handlers rather than building automated systems yourself.




• You expect established playbooks and solutions engineering support instead of creating them from scratch.




• You are looking for a pure new-business sales role or passive account administration.