Growth and Customer Experience Lead (m/f/d)

THE COMPANY

Yes, it’s a big hairy audacious goal

Over the last year, project b. has built a team of seasoned founders with 50+ years experience unf*cking industries, ranging from construction, media + telecom, and benefits to embedded finance.

Today our team has set its sights on improving the lives of every German that interacts with payroll.

Payroll hasn’t changed in 30 years. Gosh, the tools literally look like Windows 95.

Today, we are integrating process automation & LLMs into a robust data architecture that is fundamentally changing how companies interact with their employees and service providers.

You may even get paid faster.

Now this may seem a bit outlandish, as everyone is doing this these days. Our team has collectively raised over 750 million from VCs in Germany and Silicon Valley.

They have also built one of Europe’s biggest payroll products on the tech and product side.

THE POSITION

We’re looking for a Growth and Customer Experience Lead (m / f / d) to join the founders & team.

What you’ll be doing

As a Growth and Customer Experience Lead, you are the first point of contact for our clients and the ultimate problem-solver and customer experience champion.

• Get a rock-solid grasp on what our customers want, need and struggle with to input further product development, product upselling and bug fixing.
• Be the first to spot customer support tickets, troubleshoot and ensure the right team members are informed.
• Define the tech stack in our Customer Success function, setting up the necessary tools, tracking systems, and processes.
• Work together with growth and product, using your insights in customer success to shape the product roadmap and growth activities.
• Improve and standardize our customer success flows from first action to resolution.
• Proactively point out issues or improvements to push us forward.
• Keep in touch with customers regularly, review and share back their feedback to the team.
• Build and implement a long-term customer success strategy that keeps customers loyal & happy, including building out the team.
• Spot opportunities for upselling and cross-selling as our client base grows.

Why this is exciting

• Project b. is an early-stage project you have the chance to work closely with the founders.
• Our customer success function is complex, with process-building and multiple stakeholders ideal for someone who loves challenges and making a big impact.
• There is potential to transition into the product team or help build our growing customer success team over time.
• You define your impact. We don't micromanage. We hope for you to come in, take ownership and make us better.
• The team is experienced in start-up building in Silicon Valley & Europe and the payroll market. Skip the noise, focus on what's important and profit from an opportunity to learn.

EXPERIENCE & QUALIFICATION

What you should bring

Here are some key qualifications and traits we look for :

• German fluent or native (you’ll be talking to customers in German) and English fluent. This is a must-have.
• 3-5 years of experience in Customer Success or other customer-facing roles, ideally in a B2B SaaS start-up. Bonus : experience in payroll / HR / fintech.
• Entrepreneurial spirit : You are excited about building up the customer success function from scratch.
• You are skilled at quickly learning how to use new digital tools (e.g., linear, grafana) to track down the source of issues, pinpoint where they’re coming from, and know exactly who in the product the team should fix them.
• You’re an excellent communicator and you easily build credibility across customers, the product and the growth team.
• You have a sharp problem-solving mindset : always finding creative solutions and driving success.
• Your organizational skills are exceptional : handling multiple customers and projects with ease.

What else?

• We value ownership : you take full responsibility for your work and initiatives.
• Customer focus : you enjoy engaging with customers and understanding their needs.
• Product enthusiast : You have a knack for understanding our product deeply.
• Entrepreneurial mindset : with aspirations to potentially start your own business in the future.
• People person : you thrive in collaborative environments and enjoy working with diverse teams.
• Learner : You're keen to learn about your customers and adapt to new ways of working.

We’re happy to see you in our offices in Munich or Berlin, however this role can be performed remotely.

Sounds good? Let’s chat!

Don't meet every single requirement? At project b, we're building an inclusive, diverse, and authentic workplace, so if you're excited about our vision / mission and this role caught your eye - we encourage you to get in touch!