Founding Operations & Customer Success Lead

Clera; United States; Remote; USD 72,000 - 89,000; Full time

Benefits offered by this job

Equity VSOP

Founders access

Job summary

Clera is seeking a founding-team-level Operations & Customer Success hire to own the post-sales journey for 40+ enterprise and mid-market clients. You will work directly with the founders in Munich or Hamburg, shaping processes and strategy from day one.

You will manage onboarding, client relationships, and expansion opportunities, while contributing to product feedback and internal tooling. Equity upside and high-growth trajectory are core aspects of this founding role.

Qualifications

• Strong ownership mindset and ability to operate autonomously.
• Excellent communication skills with B2B clients.
• Eligible to work in Germany without visa sponsorship; on-site Munich or Hamburg.

Responsibilities

• Own onboarding for new B2B clients and ensure a high-quality day-one experience.
• Manage and grow relationships with 40+ clients as the primary contact.
• Identify expansion and upsell opportunities within existing accounts.
• Build and improve repeatable CS, onboarding, and ops processes.
• Collaborate with founders on product feedback loops and strategic initiatives.
• Track customer health metrics and address churn risks.

Skills

Ownership mindset

Autonomous

B2B communication

Job description

About the Role

This is a rare opportunity to join a fast-growing B2B SaaS startup in the AI content space as their first dedicated Operations & Customer Success hire. You'll work directly alongside the founders, owning the full post-sales journey for a portfolio of 40+ enterprise and mid-market clients across 14+ industries. The company's product sits at the cutting edge of AI Visibility / Answer Engine Optimisation (AEO/GEO) - helping brands surface in AI-generated answers on platforms like ChatGPT, Perplexity, and Google AI Overviews.

This is a founding-team-level role with real equity upside and the scope to shape how the company scales its operations and client relationships from the ground up.

What You'll Do

• Own onboarding for new B2B clients, ensuring a smooth, high-quality experience from day one

• Manage and grow relationships across a portfolio of 40+ clients, acting as their primary point of contact

• Identify expansion and upsell opportunities within the existing client base

• Build and improve repeatable processes for customer success, onboarding, and operational workflows

• Work hand-in-hand with the founders on product feedback loops, process improvements, and strategic client initiatives

• Track key customer health metrics and proactively address churn risks

• Contribute to internal tooling and documentation to support the team as it scales

What We're Looking For

Required:

• Strong ownership mindset - you take initiative, operate autonomously, and follow through

• Comfortable working in an early-stage, fast-moving environment with direct founder collaboration

• Excellent communicator with the ability to build trust with B2B clients

• Eligible to work in Germany without visa sponsorship

• Able to work on-site in Munich or Hamburg (remote work is not available for this role)

Nice to have:

• 0-5 years of experience in customer success, operations, consulting, or a similar client-facing role

• Background at a consulting firm (e.g. strategy, management, or tech consulting) or a B2B SaaS company

• Familiarity with AI, content marketing, or SEO/AEO landscapes

• Experience building or improving operational processes from scratch

Compensation & Benefits

• Base salary: €70,000 per year

• Equity: 0.25-0.75% VSOP (virtual stock options), depending on profile and experience

• Direct exposure to founders and meaningful strategic input from day one

• High-growth trajectory with opportunity to build and lead a team over time

Location

• On-site role - based in Munich or Hamburg, Germany

• Remote work is not available for this position

• Visa sponsorship is not available - applicants must have the existing right to work in Germany

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