Location: Berlin, Germany (office first)

Start date: Immediately

Contact: [email protected]

The Role

As Forgent AI’s first Customer Success hire, you’ll own the post-sale customer journey end-to-end: onboarding, adoption, value realization, renewals/expansion, and turning early customers into referenceable champions. You’ll work hands-on with our earliest customers to embed Forgent AI into tender workflows and build the CS playbook from scratch.

This is a founding role: you’ll sit at the center of customers, product, and GTM, and you’ll help shape what we build next.

What You’ll Do

Own onboarding and time-to-value

• Lead structured onboarding for procurement/tender teams and cross-functional stakeholders (BD, legal, technical SMEs).
• Map each customer’s tendering process and implement Forgent AI into it end-to-end.
• Drive fast time-to-first-submission and repeatable rollout motions.

Drive adoption, retention, and expansion

• Build adoption plans and run QBRs/value reviews tied to measurable outcomes: hours saved, cycle-time reduction, tender throughput, compliance error reduction, and improved input to win rate.
• Own renewals and expansions in close collaboration with the leadership and sales.
• Multi-thread relationships (bid manager, procurement lead, compliance/legal, exec sponsor).

Be the customer voice in product

• Translate tender pain points into clear product requirements (e.g., form automation, compliance checks, discovery/matching).
• Create feedback loops with Product/Engineering on AI quality, accuracy, compliance, and human-in-the-loop review workflows.
• Help define “quality bars” for AI-generated tender responses (factuality, completeness, tone, locality, compliance).