Head of Customer Success & Implementation, Workist
Office located in Mitte, Berlin
AI-driven business process automation
Be an early applicant
AI-driven business process automation
21-100 employees
Be an early applicant
Office located in Mitte, Berlin
21-100 employees
Company mission
Workist's mission is to automate repetitive business processes, giving them more time to scale the business that they love.
Role
Who you are
- Experience: 5+ years of leadership experience in Customer Success, Professional Services, Support, or Implementation within a B2B SaaS or scale-up environment, preferably with experience operating at the leadership level
- Language Skills: Fluent German is a must, alongside professional proficiency in English, to effectively partner with our customer base and lead the internal team
- People Leadership: A passionate people manager with a demonstrated history of implementing career progression frameworks, and guiding both junior and senior talent across different disciplines
- Industry & Tech Acumen: Experience working with SaaS, SalesTech, AI products, ERP Systems, or selling into traditional industries (manufacturing, wholesale, supply chain) is highly preferred
- Track Record: Proven experience in scaling end-to-end post-sales operations and driving measurable improvements in NRR and CSAT/NPS
- Technical Collaboration: Experience managing or working closely with technical and support roles to oversee complex software integrations and ensure high-quality ongoing customer support
What the job involves
- We’re looking for a leader to scale our post-sales operations
- As a core member of the Workist leadership team, we are looking for a strategic, data-driven, and people-centric Head of Customer Success and Implementation
- You will inherit a high-performing team of 10-12 across Customer Success Management, Solution Engineering, and Support
- Your mandate is twofold: optimize how we deploy and support our AI Agents in complex manufacturing and wholesale environments, and actively develop our people
- You will take ultimate ownership of our retention metrics while building the career paths and performance frameworks necessary to keep our top talent engaged and growing
- Company Leadership & Strategy: Serve as an active member of the Workist leadership team, contributing to company-wide strategic planning, goal-setting, and cross-departmental alignment
- People Management & Career Pathing: Build and maintain clear career progression frameworks for the CSM, SE, and Support tracks. Conduct regular 1:1s, manage performance reviews, and ensure every team member has a tailored development plan
- Process Optimization & AI Onboarding:Map, analyze, and improve our implementation and support processes to reduce Time-to-Value (TTV) and ensure fast ticket resolution, in cooperation with Senior Team members. Ensure a frictionless technical handover as we integrate Workist's AI agents into the established workflows of traditional B2B companies
- Change Management & Adoption:Develop strategies for the CSM team to drive user adoption and manage digital transformation resistance, ensuring wholesale and manufacturing clients fully leverage our AI in cooperation with our senior Team members
- KPI Ownership: Take ultimate accountability for primary post-sales metrics, specifically Net Revenue Retention (NRR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)
- Cross-Departmental Collaboration: Foster strong, continuous alignment with Product, Sales, and Engineering. Ensure that customer feedback, support trends, and real-world AI use cases seamlessly inform our broader company strategy and product roadmap
Our take
Many retail and e-Commerce businesses depend on making orders through purchase order documents that they receive. Workers must manually copy data from these order sheets, double-check that it is correct, and then transfer this to an ERP or CRM system, a process that is repetitive, time-consuming, and prone to human error.
Workist provides an AI-driven business process automation tool with a focus on extracting, validating, and transferring data from purchase orders, saving businesses time and preventing expensive order mistakes. The company uses AI to process many formats of digital documents, recognize the layout and extract data accordingly, validate it to ensure 100% accuracy, and transfer it to the relevant systems.
Several other tech startups leverage AI to automate document processing, but Workist has found a gap in the market by focusing specifically on purchase order sheets, a process that is prone to expensive errors and unnecessarily repetitive workflows. The company claims that it will reduce the time spent on each order by four hours, reducing errors by 80% and saving up to $300K per year. It's clearly reaping results, having received significant funding from investors and incubator initiatives since 2019.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Sep 2022
$10.6m
SERIES A
Aug 2020
$2.8m
SEED
Total funding: $13.9m
Company benefits
- Through strong personal responsibility from day one, you will actively shape a SaaS startup in the early phase
- 30 days annual leave
- BVG ticket or JobRad for the way to work
- Annual budget for personal development
- Tools of your choice
- Flexible home office plan and the opportunity to work completely remotely outside of Germany for 4 weeks a year
- Regular team events, fresh fruit and drinks in our modern office in Berlin Mitte
- Competitive salary, detailed individual feedback discussions and great development opportunities
- Working in a flat hierarchy with an open and transparent culture of communication
- Participation in the (Virtual) Stock Option Plan
Company HQ
Mitte, Berlin, Germany
Leadership
Alexander Müller
(Managing Director & Co-Founder)Experience as Lead Data Scientist for KUBIKx. Founder and Board Member of Hackerstolz since 2015. Co-foudned Workist in 2019 as Managing Director.
Tim Wegner
(Managing Director & Co-Founder)Experience as Founder and CEO of Minodes (Telefónica) from 2013 to 2017. Co-founded Workist in 2019 as Managing Director.
Fabian Brosig
(CTO & Co-Founder)Experience as CTO for Minodes (Telefónica) from 2015 to 2019. Co-founded Workist in 2019 as CTO.
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