Customer Success Manager - Startup Berlin

<h3><span><strong><em>Cherry Ventures is supporting our portfolio with this hire.</em></strong></span></h3> <h3>Berlin based - m/f/d - full-time</h3> <h3><strong>What we do at Plato</strong></h3> <p>Plato is building the digital backbone of the global trade economy. Starting with the $53T wholesale distribution industry (nearly every second dollar of global GDP), we empower the modern wholesaler to connect their people and data in a single analytics and workflow hub. By leveraging data science and AI, we automate workflows and combat labor shortages, making SMB wholesalers competitive with large corporations.</p> <h3>🎯 <strong>Why we do what we do</strong></h3> <p><strong>The future of wholesale is data-driven.</strong> Unlike popular opinion, Industrial SMEs are ready to make the step to become more proactive in their processes but lack the technology to steer them to success. Our founders come from a wholesale family and gathered a rock star team of ex-Big Tech, VC, and top-tier consulting companies to reshape the operations of this $53T industry. Our initial product leverages cutting-edge data science to provide customized demand forecasts and product recommendations combined with intelligent workflow automation.</p> <p><strong>We are about to create category-defining software.</strong> Our primary customers are C-suite executives within large-scale wholesale and distribution businesses. We are committed to helping them enhance their decision-making processes and optimize their operations through the smart use of their data - bringing their operations into the 21st century! But don’t just hear it from us! We are supported by a list of top-tier EU &amp; US VCs, advisors, and angels providing insights from some of the best SME tech companies such as Miro, Celonis, Personio, Workday, Forto, and Microsoft.</p> <h3></h3> <h3>🔮 <strong>What we’re looking for</strong></h3> <p>As a <strong>Customer Success Manager at Plato</strong>, you will play a key role in providing a seamless product experience maximizing value for Plato customers. You will own the customer journey end-to-end: From user onboarding, ongoing support to driving product development and expanding customer relationships. Working closely with the Sales and Product Team, you act as trusted advisor to our customers.</p> <h3>🚀 <strong>What you’d be working on</strong></h3> <ul> <li>You will manage and enhance the complete customer lifecycle, from onboarding to ongoing support and strategic relationship management.</li> <li>You will develop, implement, and scale operational excellence for Plato’s customer success processes that optimize efficiency and support our growth objectives.</li> <li>You are able to identify and understand customer-specific needs and requirements to inform product development and improvement, and work closely with customers on the right solutions to ensure high customer satisfaction.</li> <li>You facilitate a high level of continuous customer engagement through onboarding sessions, workshops, and regular check-ins to ensure customers are fully equipped and engaged.</li> <li>You will use analytics to monitor customer engagement metrics, product adoption and usage KPIs and derive suitable actions.</li> </ul> <h3></h3> <h3>🏅 <strong>What you bring along</strong></h3> <ul> <li>Bachelor degree / Master student in a technical field (industrial engineering, informatics, data science, or similar), or in a business administration degree, with the tech savviness to become an expert in the Plato software.</li> <li>3+ years and/or work experience in a tech startup, consulting, industrial sector, or a similar field.</li> <li>Previous experience in Customer Success, Sales, Operations or PMO role.</li> <li>Excellent customer-relationship skills as well as outstanding written, verbal communication, and presentation skills, with the ability to tailor messaging to various audiences.</li> <li>Extensive experience in processes, operational excellence, setup of CRM and PMO tools.</li> <li>A strong entrepreneurial mindset with the ability to drive your own projects, take ownership of diverse tasks, and embrace ambiguity by being flexible in a fast-paced startup environment.</li> <li>Strong analytical and conceptual capabilities to perform various analyses, tackle complex problems, and ensure high-quality outputs.</li> <li>Native German speaker (non-negotiable), with written and spoken English proficiency (C1+).</li> </ul> <h3></h3> <h3>💫 What Plato can offer you</h3> <ul> <li>Becoming part of a top tier VC-funded rocket ship that reinvents the largest B2B software category with AI and decarbonizes the supply chain, granting you a high level of autonomy</li> <li>Create meaningful impact by shaping the future of the wholesale industry, bringing Plato’s software to life in the market, and realizing value in the day-to-day work of sales leaders.</li> <li>Vast learning opportunities for scaling sales and customer success in a high-growth AI startup,