Customer Success Lead - VC backed startup (Berlin)

<h3 class="p1"><span style="text-decoration: underline;"><strong><em>Cherry Ventures is supporting our portfolio with this hire</em></strong></span></h3> <p>Company: Forgent AI</p> <p>Location: Berlin (Hybrid)</p> <p>Type: Full-time</p> <p>Start: ASAP</p> <h3><strong>About Forgent AI</strong></h3> <p>Europe's public sector spends €2.4 trillion a year, but the best companies can't compete because they're drowning in paperwork. Forgent AI builds domain-specific AI agents that automate the entire tendering process, from discovery to proposal generation to compliance, cutting manual effort by ~80%. We've onboarded 40+ organisations in under a year, we're backed by Cherry Ventures and angels from OpenAI, Anthropic, and DeepMind, and we're scaling fast from Germany into Europe.</p> <h3><strong>The Role</strong></h3> <p>As Forgent AI’s first Customer Success hire, you’ll own the post-sale customer journey end-to-end: onboarding, adoption, value realization, renewals/expansion, and turning early customers into referenceable champions. You’ll work hands-on with our earliest customers to embed Forgent AI into tender workflows and build the CS playbook from scratch. </p> <p>This is a founding role: you’ll sit at the center of customers, product, and GTM, and you’ll help shape what we build next.</p> <h3><strong>What You’ll Do</strong></h3> <h3>Own onboarding and time-to-value</h3> <ul> <li>Lead structured onboarding for procurement/tender teams and cross-functional stakeholders (BD, legal, technical SMEs).<br><br></li> <li>Map each customer’s tendering process and implement Forgent AI into it end-to-end. <br><br></li> <li>Drive fast time-to-first-submission and repeatable rollout motions.<br><br></li> </ul> <h3>Drive adoption, retention, and expansion</h3> <ul> <li>Build adoption plans and run QBRs/value reviews tied to measurable outcomes: hours saved, cycle-time reduction, tender throughput, compliance error reduction, and improved input to win rate. <br><br></li> <li>Own renewals and expansions in close collaboration with the leadership and sales.<br><br></li> <li>Multi-thread relationships (bid manager, procurement lead, compliance/legal, exec sponsor).<br><br></li> </ul> <h3>Be the customer voice in product</h3> <ul> <li>Translate tender pain points into clear product requirements (e.g., form automation, compliance checks, discovery/matching). <br><br></li> <li>Create feedback loops with Product/Engineering on AI quality, accuracy, compliance, and human-in-the-loop