Berlin-based - m/f/d - full-time (starting Jan 2026)
🔥 Why You’ll Make a Difference
Plato is entering one of the largest, least-digitised industries in the world and Customer Experience is the key to unlocking adoption, value, and long-term impact for our customers.
As Customer Experience Lead, you will own the full customer journey and ensure that every wholesaler using Plato becomes a proactive, data-driven organisation. You’ll partner closely with founders, Product, and Sales to deliver measurable impact, scale our CS function, and transform how industrial distributors run their business.
In this role, you will:
- Shape and scale Plato’s entire Customer Experience - the largest future function at the company.
- Drive impact across onboarding, engagement, adoption, and expansion.
- Turn customer insights into product innovation and identify growth opportunities.
- Build the operational backbone that enables predictable, high-quality customer outcomes.
Your work will define customer value, retention, and expansion and determine how fast the wholesale industry adopts AI.
🚀 What You’ll be Working on
- End-to-End Customer Experience: Own the full lifecycle from onboarding to impact to expansion. Lead customer workshops, run onboarding sessions, and establish a cadence of strategic check-ins that ensure engagement and measurable success.
- Product Partnership: Translate customer needs into actionable product initiatives. Collaborate with Product & Tech to design the right solutions and ensure our customers experience continuous value.
- Expansion & Value Growth: Identify opportunities for upsells, cross-sells, and broader value capture. Use customer insights to scale wallet share and bring new value drivers to market.
- Operations & Team Building: Build and optimise CS processes, playbooks, and workflows that scale. You will hire, develop, and lead the team as we grow.
- Analytics & Insights: Monitor product usage, adoption metrics, and workflow engagement to detect risks, drive actions, and continuously improve outcomes.