Head of Customer Experience

About This Opportunity

We are representing a well-funded European construction technology company that is transforming how enterprise contractors manage their operations. Our client has secured significant venture backing and is already deployed across major construction firms. They need a strategic leader to own the entire post-sales customer journey and build a world-class customer experience organization from the ground up.

This is a high-impact leadership role based in Munich, reporting directly to executive leadership. You will shape how enterprise customers adopt, expand, and succeed with a complex technical product in a traditionally offline industry.

Responsibilities

• Build and lead the customer experience organization, covering solution engineering, implementation, rollout, adoption, expansion, and support
• Hire, develop, and coach a team across the full customer lifecycle, setting structure, standards, and operational pace
• Transform technical rollouts into a scalable, repeatable system that delivers customer value in weeks rather than quarters
• Manage proof-of-value execution, system integrations, on-site onboarding, and multi-site deployment processes
• Own post-sales P&L, tying customer health metrics to revenue and running strategic business reviews with enterprise stakeholders
• Build systems to identify and surface qualified expansion opportunities before they reach the sales team
• Participate in engineering and product planning, driving roadmap prioritization based on customer signals and field feedback
• Scope complex ERP architectures and technical implementations across multiple stakeholder groups
• Carry commercial ownership for upsell qualification, pricing defense, and expansion initiatives

What We're Looking For

• 3-5 years of experience in Solution Engineering, Implementation, Value Engineering, or Customer Success in enterprise or mid-market B2B environments with high technical complexity
• Demonstrated expertise in structuring proof-of-value processes and scoping complex technical implementations—this must be a core competency, not a secondary skill
• 1-2 years of people leadership experience, including hiring and developing individual contributors in environments where you built the playbook yourself
• Technical literacy to read and map ERP integrations, assess implementation feasibility, and engage credibly with engineering teams
• Ability to learn complex products thoroughly and connect customer feedback to product development priorities
• Commercial acumen with experience qualifying upsells, defending pricing, and driving account expansion
• Skill managing multi-layered enterprise accounts, navigating difficult stakeholder conversations, and delivering direct feedback with composure
• Native-level German and fluent English required
• Preferred: experience in construction tech, supply chain, or logistics SaaS; early-stage startup experience building processes from scratch; hands-on work with integrations or product features

How We Work With You

When you apply through Get A Job.ai, one of our specialized recruiters will review your background and conduct an initial screening conversation. If there's a strong mutual fit, we'll submit your profile to our client and coordinate next steps in their interview process. We ask that you do not contact the client directly, as we manage the relationship and advocacy on your behalf throughout the hiring process.

Pay

Compensation details will be discussed during the screening process and are competitive for this level of leadership role in the Munich market. Our client also offers meaningful equity participation.

Equal Opportunity

Get A Job.ai is committed to inclusive recruiting practices. We evaluate all candidates based on qualifications and fit, regardless of background.