{"id":1938362,"url":"https://alion.io/job/plato-customer-experience-lead","title":"Customer Experience Lead","company":{"id":2149690,"name":"Plato","domain":"platoapp.com","url":"https://alion.io/company/platoapp","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-07T05:47:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Berlin, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T12:06:05Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-07T14:27:04Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Your responsibilities\nYou'll take our existing customer experience team to the next level: turn what works into a real CX organization, lead it and stay close to our most important customers yourself.\nPlato is entering one of the largest untapped markets in B2B software. Our customers are mid-market distributors, and many of them use AI software for the first time with us. We already have a team of Customer Experience Managers bringing them live. Now we need the structure to scale it across Germany and international markets. You'll report to our CEO and turn the team into a CX organization that runs on clear processes.\nIn this role you will:\nInstitutionalize how we work with customers: clear roles, processes, KPIs and career paths for CXMs across Germany and international markets.\nBuild a repeatable onboarding and pilot process that gets distributors live fast and turns pilots into multi-year contracts.\nCoach our CXMs, run regular account reviews, and set the standard for how we work with customers.\nOwn adoption, retention and customer health across our portfolio, and spot expansion potential early.\nLead key accounts yourself and be the trusted partner for owners and sales leaders at our customers.\nWork closely with Sales, Solution Engineering and Product on handovers, ERP integrations and the roadmap.\nGrow the team where it counts, with a hiring and onboarding process that gets new CXMs productive fast.\nBring customer feedback from the field straight back into product.\nYour qualifications\n2+ years of experience leading a CS or CX team, ideally one you scaled and professionalized.\nBackground in Customer Success, Customer Experience or Account Management at a B2B SaaS company, ideally with mid-market or enterprise customers.\nYou've owned onboarding, adoption and retention, and you can show the numbers behind it.\nYou still love working with customers. You run key accounts yourself, not just the dashboard.\nYou can sit with the owner of a family-run distributor and talk business, not features.\nYou're comfortable with technical topics like integrations and data, and work well with engineers.\nYou build playbooks, processes and KPIs that people actually use.\nNative German speaker and fluent in English.\nBased in Berlin and in the office.\nWhy us?\nReal ownership. Shape how Plato works with customers across Germany and international markets.\nA team that's already delivering. Turn what works into a CX organization that scales.\nWork directly with our CEO on customer strategy and retention.\nTop-of-market compensation, plus meaningful equity.\nClose to the founders at a fast-growing AI startup backed by Atomico and Cherry Ventures ($14.5M seed).\nGreat team, great perks. Weekly team lunches, dinner on us when we work late, a sports membership and regular team events.","description_format":"text","description_chars":2800,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Proficiency (C2)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Events & Ticketing","Exhibitions"],"lifecycle":[{"event":"open","at":"2026-10-06T00:57:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":24,"reasons":["conf:7","win:early"],"computed_at":"2026-10-07T05:47:15Z"},"pay":null,"html_url":"https://alion.io/job/plato-customer-experience-lead","json_url":"https://alion.io/job/plato-customer-experience-lead.json","meta":{"generated_at":"2026-10-08T02:07:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3733,"day_limit":5000,"remaining_today":1267,"minute_limit":60,"resets_at":"2026-10-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2149690},"rest":"https://alion.io/mcp/rest/get_company?id=2149690"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fplato-customer-experience-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fplato-customer-experience-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fplato-customer-experience-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/plato-customer-experience-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fplato-customer-experience-lead"}]}