Head of Customer Success
CoreTylyntLocation: Full Onsite. Berlin Mitte, Germany.
About Company
A next-generation supply chain platform, the company is redefining how one of the world’s largest industries sources, distributes, and finances materials. Engineered to unlock the full potential of global trade, it harnesses agentic AI and workflow automation to provide seamless, high-efficiency access to premium materials at scale.
Since its commercial rollout, the platform has fueled exponential growth, optimizing procurement for thousands of businesses while setting new benchmarks for speed, transparency, and efficiency. Its competitive edge lies in full digitization and AI-driven supply chain management automation, eliminating inefficiencies and creating a direct, intelligent bridge between suppliers and buyers.
At its core is a proprietary AI-powered operating system that autonomously manages sourcing, sales, fulfillment, and fintech solutions within a unified order-to-pay infrastructure. By embedding financial services and logistics directly into its platform, it self-optimizes trade flows, reduces reliance on intermediaries, and accelerates transactions with minimal human intervention.
With a team of 75+ FTEs across Europe (Berlin HQ), China, and India, the company is rapidly scaling toward profitability, driving triple-digit million GMV, and setting new industry standards in autonomous, AI-powered supply chain orchestration.
About the Role
You own the full post-sale lifecycle - from order confirmation to repeat purchase. Your mission: make every buyer successful, every delivery frictionless, and every next order faster.
This is not a support role. It’s an operating role at the intersection of people, process, and AI automation. You’ll lead and train a high-performance Customer Success & Service team - and simultaneously build the AI agents that will run the next generation of that work together with Product and Tech.
Your team will handle customer requests today - and design the systems so that tomorrow, those requests resolve themselves.
What You Will Do
Build and lead the team: hire, coach, and scale a top-tier CS & Service organization. Set clear standards, daily cadences, and measurable outcomes.
Automate the routine: work with Product and Tech to design, train, and deploy AI agents that pre-empt customer issues, route tickets, and trigger proactive outreach.
Run the floor: track all active orders, shipments, and claims - act before escalation.
Own communication: fast, clear, and confident updates via phone, WhatsApp, and email.
Drive reactivation: follow up on dormant buyers and coordinate with Sales to turn service into revenue.
Collaborate cross-functionally: sync with Procurement, Logistics, and Finance to accelerate issue resolution and eliminate root causes.
Close the loop: feed customer signals directly into Product and AI workflows for continuous improvement.
Measure everything: claim rate, response time, reactivation rate, NPS, automation %.
Who You Are
5+ years in Customer Success, Account Management, or Service leadership, ideally in a B2B commerce.
Proven experience building and managing teams in high-tempo environments.
Operationally obsessive - you thrive on visible dashboards, structured playbooks, and speed.
Comfortable working with data, process logic, and AI automation tools; experience co-developing solutions with Product/Tech a strong plus.
Excellent communicator, clear, empathetic, and commercially minded.
Fluent in English (German or French a plus).
Naturally thrives in an office-only culture - believes in on-floor energy and presence.
What Success Looks Like
Customer satisfaction: NPS consistently above 65, claim rate down by 50% within 6 months.
Response time: Every inquiry answered within 1 hour, >90% resolved within 24 hours.
Team performance: CS & Service team trained, scaled, and operating on visible KPIs with full ownership of their lanes.
Automation impact: At least one live AI agent handling repetitive workflows (e.g., status updates, document collection, claim routing) with measurable FTE-hour savings.
Predictive operations: Weekly customer-risk dashboard live - issues prevented before they trigger inbound tickets.
Systemic excellence: Every process tracked in Salesforce; no blind spots between Sales, Logistics, and Procurement.
What´s On Offer
Full ownership of Customer Lifecycle KPIs and automation roadmap.
Entrepreneurial freedom backed by a validated model, tier-1 investors, and European banks
Competitive salary with performance-based upside.
VSOP participation with real equity leverage.
A high-impact, visible role at the center of operations, tech, and growth.
A culture built on accountability, pace, and presence - no silos, no remote drift, no politics
Why This Role
A role to fulfill with entrepreneurial freedom and a pre-validated business model to be pushed to the next level
An experienced founding team (three companies, 2 exits)
A future-proof job with an attractive salary in a successful and value-oriented company
Collaboration with top-tier investors and angels (incl. various unicorn founders) as well as leading market experts
A challenging yet rewarding work environment, and the opportunity to make a significant impact within a rapidly growing company
Beautiful office space in the center of Berlin, monthly all-hands, team events, and team lunches
Join one of the fastest-growing B2B companies in Europe in an industry that is starving for innovative solutions. Work with an international intercultural team led by serial entrepreneurs and seasoned executives, advised by some of the brightest minds in the industry.
We are looking forward to hearing from you!
Please note:
We are committed to fostering a diverse and inclusive workplace where everyone's unique talents and perspectives are respected. We firmly believe that our strength lies in the rich tapestry of backgrounds, experiences, and ideas that our team members bring to the table. As an equal opportunities employer, we value and embrace differences and are dedicated to providing a fair and supportive environment for all.
We encourage candidates from all walks of life, regardless of race, ethnicity, gender, gender identity or expression, sexual orientation, religion, age, disability, or any other characteristic, to apply and join our team. We firmly believe that diversity drives innovation, creativity, and success, making us stronger as a collective.
CoreTylynt and its partners are committed to providing a stellar candidate experience.