Founding Customer Experience

Role overview

In this role, you will help redefine customer support as a proactive, value-creating function rather than a reactive one. The focus is on anticipating customer needs early, adding thoughtful support beyond expectations, and turning strong relationships into renewals, referrals, and long-term loyalty.

About VOUND

Public procurement accounts for 14% of EU GDP, representing more than two trillion euros each year. The buildings and infrastructure around us—schools, hospitals, stadiums, and more—are created through this process. Yet the system is widely inefficient: too slow, too costly, and often responsible for project delays that stretch far beyond what should be necessary.

VOUND is working to change that. The company helps architecture and engineering firms discover relevant tenders in less than a day and apply directly, replacing a process that previously took weeks. Based in Berlin, the team has been in the market for under eight months, is growing quickly, and has been profitable from day one. More than 100 leading architecture and engineering firms in Germany already work with VOUND.

What you will do

• Partner closely with product and engineering teams to turn raw customer feedback into actionable direction for what should be built next.
• Monitor how customers use the internal AI agent, spot friction early, and reach out before issues become support requests.
• Convert satisfied customers into a growth channel through case studies and referrals.
• Help define and improve how customer success operates as the company scales, including playbooks, processes, and hiring.
• Identify expansion opportunities in adjacent use cases, departments, and workflows where the company is not yet active.

What you bring

• Strong communication skills paired with a genuine growth-oriented mindset.

Benefits

• Competitive compensation relative to other customer success roles.
• Lunch and food are covered, and there is an in-office barista.
• Flexible wellness, commuting, and learning budgets with no approval bottlenecks.
• Clear growth path toward a future Head of CX role.
• Experience working in one of Berlin’s fastest-growing startups, with skills and exposure that are hard to find elsewhere.

Additional information

This is a customer experience role in a fast-scaling startup environment. The position is based onsite in Berlin, Germany.