Founding Customer Success Lead (m/f/d)
Finches GmbH · Remote-first, EU · Full-time · starting immediately
WHY THIS ROLE EXISTS
100% of the world depends on agriculture to eat. Yet, agriculture already faces tens of billions in annual climate-related losses, with most of that risk hitting supply chains directly. Building true supply chain resilience requires more than technology, it requires early visibility, clear decision-making, and the ability to act before a crisis hits.
Finches builds agricultural sourcing intelligence for food and agri manufacturers. Our customers buy agricultural inputs that will decide whether their product holds their promised quality. One missed quality incident can inflict substantial financial damage, often severely eroding annual operating margins.
A small number of manufacturers have decided to trust us with that problem before our product is finished. They are co-designing it with us. You are the first person here whose whole job is making these customers succeed and turning that success into expanding, long-term contracts. You actively shape and create the playbook and set up the company for future success.
WHAT YOU WILL OWN
The Early Access Program, end to end. Customers enter on one narrow use case with a deliberately unfinished product and grow as it matures. You own everything after signature: onboarding, adoption, proof of value, and the expansion conversation.
AI-assisted processes rather than manual ones. This is the core of the job. We expect you to build the customer success function with AI doing the work wherever it can: onboarding and adoption flows, account health signals, value reporting, meeting prep and follow-up, escalation triage. You should be someone who reaches for an agent or a workflow before reaching for a spreadsheet, and who can design a process that stays lean to run as accounts multiply.
Making value visible to the CFO. Our entry buyers are Heads of Procurement and Agronomy. The pain owner with the budget is usually the CFO. You produce the evidence that reaches them: what changed in their sourcing decisions, in their numbers, in their language.
Closing product gaps with the tech team. Where the product does not do something yet, we bridge it and we say so. You work with the tech team and find agreement about what we have to deliver manually, keep it deliverable, and help push recurring cases into the roadmap.
Expansion and renewal. Land small, expand deliberately. You own net revenue retention as it comes into existence.
Voice of the customer in product development. You will be the person who has actually watched customers use it, so your input on what to build next carries real weight.
WHAT WE ARE LOOKING FOR
- Startup / Scaleup Experience: Track record in a fast-paced startup or scaleup environment—you thrive in ambiguity, take full ownership, and adapt quickly as the business grows.
- Customer & Outcome Ownership: Several years in customer success, account management, implementation, or consulting with enterprise or Mittelstand customers, where you personally carried the outcome.
- 0-to-1 Builder Mindset: Evidence you have built something from nothing. We will ask for specifics and for what went wrong.
- AI & Automation Native: Fluency with AI tools in your own daily work, and the instinct to automate a process rather than staff it.
- Product Maturity Navigation: Comfort with an unfinished product. You can be transparent about live versus roadmap in front of a Head of Procurement and keep their confidence.
- Executive Presence: Credibility at CFO level, in conversations about money rather than features.
- Commercial Acumen: Commercial instinct. You see the expansion opportunity in a support conversation and know how to open it without damaging trust.
- Bilingual Communication: German and English at professional level. Many of our customers are German-speaking family businesses, our company language is English.
- Travel Flexibility: Willingness to travel once in a while. Our customers are spread across the world, so most work happens remotely and we visit the ones close enough to make it worthwhile.
- Remote Setup: Willingness to work fully remote (for now) with regular in-person meetings with the rest of the team.
Relevant but not required: background in food, agriculture, FMCG, or industrial procurement; experience running design partner or pilot programs.
This role is probably not for you if:
- You are looking for a pre-defined territory or an established tech stack.
- You expect to manage a team on day one rather than getting your hands dirty.
- You prefer working with a fully mature product where the website matches every single live feature today.
WHAT WE OFFER
- A founding-team position with with attractive equity participation via our VSOPP program.
- Remote-first, genuinely. We have no office and we like it that way, because it means we hire the right person rather than the nearest one and nobody spends their life commuting. We regularly host in-person co-working days in Munich as a team.
- Direct work with all three founders. No layer between you and the decisions.
- Full ownership of process and tooling.
- Customers whose problem is real and expensive, in an industry where good software is rare.
- Salary competitive for a pre-seed company, depending on your experience. We talk numbers openly in the first call.
HOW TO APPLY
Send a short note to . Please skip the passion-for-customer-success cover letter. Tell us instead about one customer relationship you personally grew or turned around, what you did, and what you would do differently now.
Process: intro call, deep dive with the founders, a working session on a real Finches account, one in person meeting and a reference conversation. We aim to decide within three weeks.
Gehalt: 33.477,64€ - 75.000,00€ pro Jahr
Berufserfahrung:
- Customer Success: 3 Jahre (Erforderlich)
Sprache:
Arbeitsort: Homeoffice
