Customer Success Manager

Mercura builds AI software for technical suppliers - the distributors and manufacturers who supply contractors to build new hospitals, schools, homes, and power plants.

This industry runs on expertise built over decades. But too much of that expertise gets buried in manual work - processing vague requests, keying data into ERPs, answering phone calls - instead of serving customers. Some of the best teams turn down up to 30% of incoming business simply because they can't keep up. Mercura changes that.

Backed by Y Combinator, we surpassed $2M in ARR in our first year. Now we're looking for people ready to go all-in to reach our next milestone: $10M ARR by end of 2026.

One of our co-founders, Lukas, grew up in a fourth-generation trades family and worked on construction sites himself. That’s where he learned first-hand how slow and manual this work still is.

No skilled person should spend their time on work that software should handle. We're building the tools that give experts their time back - so they can focus on what they do best, and keep the physical world running at the speed it deserves.

About the role

As our first Customer Success Manager, you will own the customer journey end-to-end — ensuring every user gets maximum value from Mercura. You’ll be involved throughout the full lifecycle: from expert discussions during sales, onboarding users, holding workshops, to expanding existing relationships.

Working closely with our CPO, sales, and engineering teams, you’ll translate customer feedback into actionable insights, influence the product roadmap, and drive product adoption. You’ll build strong, lasting relationships, proactively engage customers, and develop tailored success strategies that ensure satisfaction and measurable impact. As a trusted advisor, you help customers achieve their goals while advancing Mercura’s growth ambitions.

What you will be working on

• Customer relationships: Act as the main point of contact and trusted partner for our customers, driving satisfaction and long-term partnerships.

• Lead onboarding and implementation: Guide customers through onboarding and implementation - ensuring quick time-to-value and long-term engagement.

• Develop deep product and customer expertise: Develop a deep understanding of our software and customers, and champion customer needs in the product roadmap.

• Value creation: Help customers unlock measurable savings and efficiency gains, and support them during key negotiations.

• Own account success: Drive Mercura’s adoption through training and best practices, while managing accounts for retention, growth, and long-term strategic partnerships.

• Cross-functional collaboration: Work closely with our CPO, sales and engineering teams to ensure customer feedback shapes product development.

What we’re looking for

• You have 1+ years of experience in customer success, account management, or managing client relationships in SaaS, B2B, or consulting,

• You are a strong communicator, with the ability to engage confidently with C-level stakeholders and build trusted relationships.

• You are a proactive, empathetic and people-oriented team player, committed to supporting others and creating lasting satisfaction and business value.

• You have strong problem-solving skills and an analytical mindset that allows you to understand and present complex issues clearly.

• You are pragmatic, solution-oriented, and motivated to build something and grow with us

• Ideally, you have initial experience with construction, supply chain, and the trades

• You are willing to work five days a week from our Munich office with a higher intensity than in a 9-5 job, with occasional customer travel

• You are native in German and fluent in English

Company Perks

• Free team dinner (up to 4x/week)

• An ambitious and caring team that sees their work as more than just a job

• UrbanSportsClub membership - join our team workouts 3x/week

• Easy relocation to Munich — our office is located in the Werk1 Startup Incubator, where you can rent a 1-bedroom apartment right next to the office for just €800/month

• Access to any AI or productivity tools you need

Your team & mentors

You will work with

• Stefan (Co-Founder & CPO; prev. Consultant at Bain & Researcher at Harvard Business School)

• Julia (prev. CSM & Presidents Club winner at Personio)

Your mentors will be

• Julian Borg (Co-Founder & CPO Remberg)

About the interview

Step 1: Intro call

Casual intro meeting with one of the founders to get to know each other and introduce Mercura.

Step 2: Practical exercise & role play

Two practical exercises to showcase your skills, followed by calls to walk us through your approach, insights, and solution for the exercise. The calls will include role plays in which we simulate the interaction with a customer.

Step 3: Personal fit Interview

Meet another co-founder member to get a feel for our culture and working style.

Step 4: On-Site

Work alongside the entire team for a day on-site from our Munich office to fully immerse yourself in our culture and collaboration style. This on-site will be paid.

Step 5: Offer & Reference Checks

If we see a great fit, you will get an offer, including a competitive compensation package with equity participation. At the same time, we’ll ask you to provide 2–3 references so we can gather additional insights into your strengths and working style.

Why Mercura

• Join an ambitious and caring team: Your future colleagues are experienced operators, ex-founders, Science Olympiad medallists, and top graduates from places such as Google, Bain, MIT, TUM, Harvard, CDTM, and Cambridge. We bring extraordinary people together and deeply invest in your growth as your mentors, teammates and friends. We care, trust, and support one another, and we make sure that fun is at the heart of everything we do.

• Work with the latest tech: AI is at the core of our product, and use the latest tech across our product and processes to tackle meaningful challenges and shape how users interact with AI.

• Thrive in a high-growth, high-commitment environment: We’re growing extremely fast because we always put our work and our customers first. If you excel in fast-paced settings and want to grow as part of something big from day one, Mercura is for you.

• Build something with real-world impact: We ship code that directly helps a massive, yet overlooked manual industry run more efficiently and sustainably. With us, you can work on AI that contributes to economic growth and stability on a huge scale.

• Build a company: As an early team member, you will have a direct, lasting impact on our culture, processes, technology, and product. Joining us offers immense rewards: ownership, financial upside, and hands-on experience building a company from the ground up. Our track record speaks for itself - over five Mercura alumni have gone on to found their own companies and raise millions after their time with us.

About the Founders

We are Lukas, Stefan & Sean, the co-founders of Mercura.

We share a deep commitment to excellence and the discipline to pursue what others might consider impossible.

Two of us come from non-academic families, and we all know what it means to create our own paths and overcome barriers. This experience shapes our belief in equal opportunity and fuels our dedication to social mobility.

Lukas (left) is responsible for business development at Mercura. With his background as a Data Scientist at Allianz and at Google in Silicon Valley, he brings extensive expertise in data and AI.
Lukas’ family has been active in the construction industry for over 100 years, giving him a deep understanding and passion for the sector's specific needs.

Sean (middle) is responsible for technical development at Mercura. As a top 0.01% physicist, Sean earned a Silver medal for Germany at the International Physics Olympiad (IPhO), began researching with the Max Planck Institute at the age of 16, and has since published at leading machine learning conferences.

Stefan (right) leads product development at Mercura. Previously, he worked in management consulting at Bain & Company, where he helped manufacturers improve their operations.
Stefan leverages his research experience at the Massachusetts Institute of Technology (MIT) and Harvard Business School to develop innovative solutions for the industry.

At Mercura, we believe that the best ideas emerge when people from different backgrounds collaborate together. We hire based on ability, mindset, and values, and we live by one simple rule: the best idea wins.

Beyond Mercura, we actively support initiatives that promote diversity and gender equity and commit a portion of our personal income each year to organizations expanding opportunity for others.

Our company values

Customer first. We stay close to our customer’s reality and use their feedback to build what truly matters and earn their lasting trust.

Ownership. We take responsibility end-to-end and act proactively to pursue the most ambitious goals.

Enjoy the ride. We build a culture where people can be themselves, have fun doing meaningful work, and celebrate wins along the way.

Let the best ideas win. We challenge each other respectfully and judge ideas by merit, not who said it.

Down-to-earth. We are approachable, humble, and hands-on, bringing both heart and mind to everything we do.