Founding Customer Experience Engineer (m/f/d)

Intro

The construction industry loses $1.6 trillion USD annually due to inefficiencies. One of the main reasons: the same mistakes are repeated over and over because crucial information is still hidden in paper documents and unstructured files.

This is exactly where alago comes in. We are a team of eleven people and are developing AI-powered project management for the construction industry. Already today, more than 15 customers trust us. Our vision is to make risks in construction projects visible early on – so that large projects no longer take decades or fail.

Last year, we closed a pre-seed funding round of over €1 million from leading VCs in the construction industry, as well as one of Germany's largest project developers.

75% of the infrastructure that will exist in 2050 has not yet been built today. Let's build it right from the start.

Tasks

Customer Experience is not a support ticket job for us. You own the complete customer lifecycle after contract signing — commercial, operational, and in the product.

This puts you in the position within the company where both sides are visible simultaneously: You know what customers really need and what they are willing to pay for — and you know what the product can do and what it would cost to enable that. This is precisely where the best product decisions and the best deals arise.

You are the first person in this role and will build the area to function for thirty people in two years.

💰 Revenue Ownership

• You own a customer base with clear revenue responsibility: retention, expansion, renewals.

• You identify where a customer could derive more value and upsell yourself – additional users, additional projects, additional products.

• You negotiate renewals and expansions and see them through to signature.

🚀 Value Creation across the entire customer lifecycle

• You take over the customer from the first onboarding contact: setup, project data, configuration, team training.

• You lead the rollout from pilot project to broad implementation – and ensure that usage doesn't fizzle out after four weeks.

• You conduct Value Reviews with measurable figures instead of courtesy meetings and make visible what alago has concretely brought to the customer.

🛟 Customer Support

• You are responsible for our support: answering inquiries, prioritizing, identifying patterns.

• You debug customer flows in the software yourself – you don't pass a problem on, you reproduce it, narrow it down, and describe it in a way that makes it solvable.

• You build documentation, self-service, and AI-powered answers in such a way that the same question doesn't land on your desk ten times.

⚙️ Product Engine – you help build it

• You ship yourself: bug fixes, small features, and improvements in the customer-facing parts of the product – with code review by our engineering team.

• You build integrations and data imports: connections to customer systems, migration of project data, scripts that shorten onboarding from days to hours.

• You translate what users, project management, IT, and QM really need into clear, prioritized product inputs – with evidence, not gut feeling. What you can solve yourself, you solve yourself.

• You test new releases from a customer perspective before they go live and are the voice of the customer in the product process.

🏗️ Building the Area

• You write the playbooks for onboarding, rollout, support, and upsell – and automate them wherever possible.

• You develop and operate the AI agents and automations that make Customer Experience scalable for us, instead of growing the area with more people.

Requirements

Must-Have Criteria

• You have already had direct customer contact in a responsible role – you have managed customers yourself, not just supported them

• You have had revenue responsibility or grown revenue (renewals, upsells, expansion, closings) and can prove it with numbers

• Native-level German and confident English

• Munich location or willingness to work permanently from here

How you work

• AI-native: You don't use AI occasionally, but reflexively. You have built your own agents, automations, or small tools (n8n, Claude Code, Lovable, etc.), try out new models as soon as they are released, and have a well-founded opinion on what is good.

• Systems Thinker: You don't see the individual customer, but the system behind it. Instead of solving the same thing manually ten times, you build the process the second time that makes it redundant – and document it in a way that the next person understands it.

• Technical Depth: You go into the product: check data, follow flows, read logs, narrowly define a problem and, ideally, fix it yourself directly. You are comfortable in a software, not just in a presentation about it.

• Execution & Ownership: You bring things to completion without anyone having to follow up. What you take on doesn't end up nowhere.

• Commercial Instinct: You recognize the moment when a satisfied customer becomes a larger customer – and approach them, instead of waiting.

Personal Background

• DISC Profile: You are extroverted and find a good balance between people and task focus

• Personal Attributes: You are passionate, curious, competitive, and eager to learn / coachable

• You have followed your passion and achieved measurable successes in a competitive environment (e.g., projects, sports, music, art, etc.)

• Ideally, you have become aware of us through a personal recommendation from our AAA network (Founders, Team, Partners, VCs etc.)

Bonus Points

• You have actively developed yourself – own projects, scripts, integrations, a side project that actually runs

• You have already built real things with Claude Code (or comparable coding agents) and know how far you can get with it without an engineering team

• You already know parts of our stack (TypeScript, React, Supabase) from your own projects

• You have already worked in the construction industry or have a close connection to it

• You have already worked in a fast-growing early-stage startup and know what it feels like when there is no playbook yet

• You have already built an area or process from scratch

If you don't see yourself in every point but are convinced you are a good fit for alago, please apply anyway. Your potential and your learning curve are what matter most.

Why alago?

You are the first person for Customer Experience at alago. There is no existing area you will fit into – you decide what it looks like: which processes, which tools, which standards, which KPIs. What you build will last.

You will become one of the pillars of this company

alago is supported by six or seven areas. Customer Experience is one of them – and you own it. You sit at the table for decisions that shape the company, not just those about your customers. The path from here leads to Head of Customer Experience with your own team.

You are developing into one of the most sought-after profiles ever

The strongest AI companies in the world are desperately looking for people who can master both customer and product simultaneously — at Palantir, this profile is called Forward Deployed Engineer, and it is so valuable because it is so rare. With us, you will grow in exactly this direction: You will learn from real customers how to build trust and have difficult conversations, and how to guide a customer to measurable value over months, instead of leaving them to their own devices after onboarding. In addition, there is the technical side: you work so closely with the product that you can lend a hand yourself — the deeper you dive into it, the greater your leverage. You have access to our codebase from day one, pair with our engineering team, and receive real code reviews – your technical level will grow measurably, not incidentally. Those who can do both will have every door open afterward.

You build your own brand – and multiply your market value

1. You continuously sharpen your personality and your principles.

2. You increase your credibility: You will accompany our growth from 11 to 30 employees in two years, you will crack the code on how to make onboarding, rollout, support, and upsell predictable and repeatable, and you will build your own playbook – one that you can take with you everywhere.

You accelerate your personal & professional development

1. Whether you want to gather the skills here for your own startup or grow towards Head of Customer Experience: through semi-annual performance reviews, you can expect concrete development steps every ~9 months.

2. Access to experienced coaches, trainers, and mentors.

3. Weekly training and coaching sessions.

4. An extensive library from which you can learn from the most credible people in the world.

Work directly with the Founders – You will work side-by-side day after day with Janick (Go-to-Market & Strategy) and Ann-Christin (Product & Domain).

Application Process

1. Application – CV plus a short example where you took responsibility and achieved impact

2. First Interview (45 minutes)

3. Deep Dive with a Founder (50 minutes)

4. Case Study (half day on-site in Munich) – e.g., rescuing a stalled rollout, calculating an upsell case, or debugging a customer flow in the product

5. Decision – Feedback within 24 hours. If it's a good fit for both sides – we look forward to working together! 🎉

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