Founding Ops Onsite (Munich, Germany)

The Role

The deal signing is where your work starts.

You own the customer account from signature through go-live and beyond. You make sure the AI Worker gets into production, improves over time, and expands into more of the customer's operation.

You work closely with the Forward Deployed Engineer, but you own the momentum of the account. You run the cadence, track customer health, surface blockers, coordinate workshops, and make sure nobody is waiting for the next step.

This is not a traditional Customer Success Manager role. At our stage, the job is broader. You need to understand the customer's operation, follow the technical details well enough to unblock automation, spot commercial opportunities, and step into whatever the account needs.

You will also help build the playbook for how 5U AI launches, manages, and grows customers.

What You’ll Do

• Own each customer account after the deal signs, from kickoff and implementation through go-live, adoption, and expansion.

• Drive customers toward production. Set dates, assign next steps, follow up, and remove anything slowing the launch down.

• Run weekly customer check-ins during the first six weeks, then move to a monthly cadence once the account is stable.

• Own a clear weekly account checklist based on Worker data, not intuition. Review automation rate, human-takeover reasons, escalation causes, recurring failures, and blockers that prevent more work from being automated.

• Know how every account is doing. Use dashboards and analytics, speak with the responsible FDE, and answer clearly when the team asks what is green, what is red, and what happens next.

• Own customer health. The main signal is increasing automation rate, supported by time to go-live and declining escalations.

• Escalate early when an account is at risk, especially when a customer wants to pause, reduce, or stop a Worker.

• Coordinate customer workshops with the FDE, including scheduling, preparation, attendance, next steps, and post-workshop communication. Nobody attends a customer workshop alone.

• Keep customers aware of relevant product improvements. Use the final minutes of regular meetings for short, useful demos instead of relying on broad email campaigns.

• Build strong relationships with operational users, project owners, and decision‑makers across the customer organization.

• Own expansion. After the initial trial period, proactively identify other workflows, teams, and locations that 5U AI can automate.

• Bring customers concrete ideas. Show relevant demos, share how another customer solved a similar problem, and turn operational pain into the next deployment.

• Build the first version of our upsell and account‑growth playbook with the founders, then improve it through real customer work.

• Feed customer patterns, recurring blockers, and expansion opportunities back into product, engineering, and commercial decisions.

• Represent 5U AI at fairs, workshops, and industry events, building enough cross‑account knowledge to speak credibly with customers and prospects.

• Use AI tools to analyze sessions, prepare meetings, draft follow‑ups, and remove manual work from the account process.

Who You Are

• You take ownership of the account, not just the meeting calendar. When progress stalls, you chase it and get it moving again.

• You are structured and consistent. Every account has a clear status, next step, owner, and date.

• You are commercially minded. You care about customer outcomes and are always looking for the next valuable process to automate.

• You are comfortable with operational and technical detail. You do not need to be an engineer, but you can understand the customer's technical problem, follow what is blocking the Worker, and communicate clearly with both the customer and the FDE.

• You use data to form a view. You do not rely on vague account sentiment when the Worker sessions and operating metrics show what is actually happening.

• You are comfortable leading customer meetings, handling difficult conversations, and holding people accountable without damaging the relationship.

• You communicate clearly and professionally, especially after workshops and when several stakeholders need to agree on the next step.

• You are proactive. You surface risks, opportunities, and product updates before the customer asks.

• You are AI-native. You use modern tools to work faster, analyze more deeply, and build repeatable account processes.

• You are low ego and willing to do whatever the account needs, whether that means preparing a strategic expansion plan or chasing a missing data export.

• You want to be in the room. Munich office, in person, with regular customer travel. This is not a remote role or a 9-to-5.

What You Bring

• Experience in customer operations, account management, implementation, consulting, enterprise sales, logistics operations, or another role where you owned outcomes across several stakeholders.

• Strong project management and follow-through. You can run several customer workstreams without losing track of details.

• Strong commercial judgment and the ability to identify expansion opportunities from customer conversations and usage patterns.

• Confidence working with dashboards, operational metrics, CRM systems, and structured account plans.

• Enough technical understanding to discuss integrations, data flows, system blockers, and automation performance with customers and engineers.

• Excellent written and verbal communication skills.

• Native or fluent German and strong English.

• Comfort traveling to customer workshops, logistics sites, and industry events.

• A strong bias toward action, ownership, and measurable customer outcomes.

• Bonus: experience in logistics, supply chain, freight forwarding, enterprise software, or AI automation.

How Success Is Measured

• Customers reach go-live quickly and with clear ownership on both sides.

• Automation rate increases consistently after launch.

• Escalations and human takeovers decline over time.

• Account risks are identified early and resolved before they become churn.

• Customers expand 5U AI into more workflows, teams, or locations.

• Every account has a reliable cadence, clear health status, and concrete next steps.

Process

We move fast. Expect a decision within one week.

Online interview. One conversation covering customer ownership, commercial judgment, operational discipline, and how you work across technical and non-technical teams. No multi-round gauntlet.

Working session (60 min). We give you a customer account with rollout blockers, usage data, and an expansion opportunity. You assess the account, define the next steps, and run part of a customer check-in.

Founder conversation. A direct conversation about the company, the role, and the level of ownership you want to take.

Decision. Feedback and a potential start within one week.