About the Company

An AI-native SaaS startup building the AI teammate that lives inside Slack and Microsoft Teams - connecting to thousands of tools and doing real work for real companies across finance, marketing, ops, and engineering. The product replaces half the SaaS stack with a single teammate. The team is small. The scope is not.

The Short Version

You're the person customers reach when they need help, and you're the person who makes sure they get more out of the product every week than they did the week before. When a workspace goes quiet, you notice. When a power user hits a wall, you unblock them. When something breaks, you're already on it before the second message lands.

The work shifts between firefighting and building. One morning you're walking a new admin through their first workflow, the afternoon you're debugging an integration with engineering, the next day you're writing the onboarding guide that didn't exist yet. You move between technical depth and customer empathy without losing either.

What's Actually Going On Here

A small team across Warsaw and Munich. The product is live with customers and growing fast. Customers churning quietly because no one caught the signal is the failure mode this hire is built against.

That's the seat. You own the customer relationship from post-sale onward and you make the product stick.

What You'll Actually Do

The work spans:

Onboarding - getting new workspaces from signup to real daily usage
Technical support - triaging issues, reproducing bugs, working with engineering to close them
Account management - regular check-ins, usage reviews, expansion conversations
Enablement - workflows, templates, internal champions
Churn prevention - spotting drop-off early and acting on it
Feedback loops - real customer pain, prioritised and written up so engineering can act on it

What ties it together: you treat every customer like the product depends on them, because it does. You don't pass tickets around - you own them until they close. You spot patterns across accounts and turn them into things that scale: playbooks, docs, automations.

The Bar

This role is judged on retention, expansion, and customer signal - not ticket volume. You'll be measured on net revenue retention, time-to-value for new customers, response and resolution times, and how much useful product feedback you push back into the team. "I got back to them" isn't the bar. "They're getting more out of the product this month than last" is.

How You'll Know It's Working

30 days - Customers know who to ping. You've shipped the first version of onboarding and a usage dashboard you actually look at.

60 days - Response times are tight, churn signals get caught early, and engineering is shipping fixes against issues you've scoped and prioritised. Customers describe the support experience as a reason they stay.

90 days - You're the customer voice inside the company. Product roadmap decisions reference your notes. Expansion conversations are happening on accounts that would've quietly churned otherwise.

Who You Are

Problem solver - You don't escalate things you could figure out. You read the logs, reproduce the bug, try the workaround, then bring engineering a clean repro.
Customer-obsessed without being a pushover - You push back on bad-fit asks. You say no when no is the right answer.
Technically curious - You don't need to be an engineer, but you can read an API doc, understand a webhook, and hold your own in a technical conversation. AI/SaaS background is a strong plus.
Comfortable in chaos - Startup, small team, full ownership - you've done this or you're clearly built for it. No playbook to inherit; you write your own.
Strong written and spoken English - Every customer interaction is in English. Warsaw-based, CET, in the office regularly.
Relevant experience - CS, AE, customer support, or technical support engineering, ideally at a software or AI company. What matters is evidence you've owned customers end-to-end, not the job title.
AI-native - You use AI tools as your actual daily workflow.

Even Better If

You've been the first CS hire somewhere before - built the function rather than inherited it
You've worked with technical buyers and admins (devs, IT, ops leads) and can speak their language
You've shipped customer-facing docs, in-app guides, or onboarding flows that materially moved a metric

How We Work

Small team, high trust, low process. Decisions are made by owners, not committees. You will ship your first week. You will talk to users your first day. No alignment meetings or stakeholder syncs. Build things, see if they work, iterate.

Everyone here owns something real. Not a task. A surface of the company that customers depend on. When it breaks, you fix it. When it wins, everyone knows whose work it was.

Compensation

Competitive salary and the kind of ownership that only exists at this stage.

Based in Munich, New York, and Warsaw. Onsite preferred. The best work happens when you're in the room.