Customer Experience Lead

Your responsibilities

You'll take our existing customer experience team to the next level: turn what works into a real CX organization, lead it and stay close to our most important customers yourself.

Plato is entering one of the largest untapped markets in B2B software. Our customers are mid-market distributors, and many of them use AI software for the first time with us. We already have a team of Customer Experience Managers bringing them live. Now we need the structure to scale it across Germany and international markets. You'll report to our CEO and turn the team into a CX organization that runs on clear processes.

In this role you will:

• Institutionalize how we work with customers: clear roles, processes, KPIs and career paths for CXMs across Germany and international markets.
• Build a repeatable onboarding and pilot process that gets distributors live fast and turns pilots into multi-year contracts.
• Coach our CXMs, run regular account reviews, and set the standard for how we work with customers.
• Own adoption, retention and custome