Customer Experience Lead

Permanent employee, Full-time · Berlin - Mitte

80,000 - 120,000 € per year

Your mission

Bounti is building the AI-native infrastructure layer for frontline teams — spanning training, audits, and autonomous operations. We partner with multi-location operators in frontline-industries such as hospitality.

We’re hiring a Customer Experience Lead to own the full customer journey after signing — from hands-on support and rollout execution to expansion across the entire organization. This role is the intersection of customer success, commercial expansion, and support operations.

You’ll run executive rollouts, handle tough situations, and build the support + automation engine that keeps customers happy as we scale.

What you'll do

Own Expansion Revenue: Drive expansion within existing accounts — initial rollout → full deployment across locations, departments, and use cases.
Run Executive Rollouts: Build and lead structured success plans with clear milestones, timelines, and ROI narratives — often with COO/CFO/Head of Ops involvement.
Own Support End-to-End (Hands-On): Be accountable for fast, high-quality support. Handle tickets yourself, set standards, run escalations, and ensure customers feel taken care of.
Build a Scalable Support Machine: Create the operating system for support — triage, SLAs, escalation paths, playbooks, and “how we work” documentation.
Automate Support with AI: Implement agentic workflows to reduce manual work and speed up resolution (auto-triage/tagging, routing, suggested replies, help center deflection, proactive alerts, follow-ups).
Stakeholder Management: Navigate complex customer orgs (Ops, HR, Compliance, IT, Finance) and align them around a rollout plan that actually ships.
Objection Handling & De-escalation: Confidently handle tough conversations, unblock stalled rollouts, and turn friction into forward motion.
Adoption + Outcomes: Ensure customers achieve measurable value (compliance, training completion, audit readiness, operational consistency) and turn that into expansion momentum.
Portfolio Management: Manage a set of accounts like a pipeline — prioritize the biggest expansion potential and act early when risk signals appear.
Data-Driven Account Strategy: Use product usage and rollout progress to guide customer conversations and next-best actions.
Voice of the Customer: Bring patterns back to Product/Engineering — what’s blocking rollouts, what’s confusing, what’s winning — and help shape the roadmap to reduce support volume over time.

Your profile

2–4 years experience in roles that combine customer ownership with execution (CS, AM, implementation, consulting, ops, support lead, or sales-with-delivery).
You can run the room: Comfortable leading conversations with operators and executives, and adapting your communication style quickly.
Strong objection handling: Calm, structured, persuasive — especially in tense situations.
Operationally excellent: You think in milestones, dependencies, stakeholders, and next steps — and you drive momentum without drama.
Hands-on support mindset: You’re not above tickets. You like being close to reality, and you care about fast, high-quality customer communication.
Automation instinct: You naturally search for patterns, build playbooks, and automate recurring work (using tooling/AI) so the system improves every week.
Commercial instinct: You can spot expansion potential early, position value clearly, and ask for the next commitment.
Ownership mindset: You don’t wait to be told — you see the gap and close it.
Language Skills: Fluent in German, confident in English.

Bonus points if you have:

Worked with multi-location businesses (hospitality, retail, logistics, healthcare, field services)
Experience with rollouts / change management (getting many people to adopt new tools)
HubSpot experience or strong CRM hygiene
Experience building support processes and automations (help center, routing, macros, AI assist, workflows)

Why us?

Career-defining ownership: You’ll own customer outcomes and expansion — and build the playbook from scratch.
Direct line to founders: Work closely with Ziar and Deniz — fast decisions, lots of trust, zero politics.
Real-world impact: We build for the deskless workforce — the majority of humans at work — and help solve operational chaos and labour shortage pressure.
Customer-centric by default: We build what customers need, not what looks good on a roadmap.
Small, high-quality team: Low ego, high standards, strong taste.
Backed by exceptional investors: We’re backed by top-tier VCs and investors like the founders of Framer and Indeed.

Even if you don’t tick all the boxes, but you’re motivated and want to work with us, you’re very welcome to apply.

We embrace diversity and hire people based on their ability to perform a job. People of any race, gender, gender expression, sexual orientation, religion, age, disability, political opinion, or marital status are welcome at Bounti.

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About us

Founded in Berlin, Bounti is an AI-native platform for operational execution in the physical economy. Its mobile software automates management tasks such as information distribution, training and quality actions, helping multi-location organisations in hospitality, and other service-industries achieve consistent execution at scale.

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Your application!

We’re happy you’re interested in Bounti. Please take a moment to fill out the short form below. If you run into any issues uploading your documents, just email us at jobs@bounti.co.