Founding Customer Value Manager (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 developing AI-powered project management for the construction industry. Already today, more than 15 clients 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 completed pre-seed financing 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 with us. You own the complete customer lifecycle after contract signing — commercially, operationally, and within the product.

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

You are the first person in this role and will build the area as it needs 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 very first onboarding contact: setup, project data, configuration, team training.

• You manage the rollout from the pilot project to the entire company – and ensure that usage doesn't dwindle 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 them, recognizing 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 solve what can be solved without engineering yourself: configuration, data cleaning, small automations, and scripts – using AI tools like Claude Code or n8n. What requires core product code, you hand over to our engineering team so precisely that it is quickly resolved.

• You are responsible for integrations and data imports: You scope the connection to customer systems, check what is feasible, and bring migrations to completion together with our engineering team – so that onboarding takes hours instead of days.

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

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

🏗️ Building the Department

• 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 expanding the department 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 increased revenue (renewals, upsells, expansion, closures) and can prove it with numbers.

• Native-level German and proficient English.

• Location Munich or willingness to work permanently from here.

How You Work

• AI-native: You use AI not 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 works.

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

• Technical Depth: You dive into the product: check data, trace flows, read logs, clearly narrow down a problem – and where possible, fix it yourself with AI tools, otherwise describe it so that it is solvable. You feel comfortable in software, not just in a presentation about it.

• Execution & Ownership: You finish things without needing anyone to follow up. What you take on doesn't end up in limbo.

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

Personal Background

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

• Personal Qualities: 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 became aware of us through a personal recommendation from our AAA network (Founders, Team, Partners, VCs, etc.).

Plus Points

• You have actively developed yourself – personal projects, scripts, integrations, a side project that is actually running.

• You have already built real things with Claude Code (or similar 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's no playbook yet.

• You have already built a department or process from scratch.

If you don't see yourself in every point, but are convinced that you are a good fit for alago, still apply. Your potential and learning curve are decisive.

Why alago?

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

You will become one of the pillars of this company

alago is supported by six or seven departments. Customer Experience is one of them – and you own it. You are 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 will develop 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 conduct difficult conversations, and how to guide a customer to measurable value over months, instead of leaving them to their own devices after onboarding. Added to this is the technical side: You will work so closely with the product that you can lend a hand yourself — the deeper you dive in, the greater your leverage will be. From day one, you will have access to our codebase, pair with our engineering team, and receive real code reviews – your technical level will measurably increase, not just on the side. Those who can do both will have every door open to them afterwards.

You will build your own brand – and multiply your market value

1. You will continuously refine your personality and your principles.

2. You will 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 will accelerate your personal & professional development

1. Whether you want to gather the skills for your own startup here 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 be side-by-side day in and day out 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 a day on-site in Munich) – e.g., saving a pending 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! 🎉