Benjamin Dilger

Built the Customer Success function from scratch at an AI E2E testing startup, leading CS, PLG, and pipeline growth. Designed end-to-end customer journeys for enterprise & self-serve. Co-created OctoClaw (AI agent platform), scaling it from an internal tool to a commercial product with paying users. Key outcomes: → Built CS org from zero for hundreds of accounts → Executed outbound pipeline via email & LinkedIn → Shipped OctoClaw from idea to revenue → Integrated AI agents into workflows

Member of the Growth Board. Ran the post-sales org (CS, onboarding, retention) and contributed to company strategy. Built and led the "Customer Success & Happiness" team across SMB and enterprise segments. Key impact: → Redesigned role structures & workflows to boost capacity & CSAT → Shifted department from reactive support to proactive success → Coached and grew the team through mentorship, not just KPIs → Owned full-cycle customer growth across all segments

Brought in to build the CS function during a critical transition. Created the strategy from scratch, hired and coached my successor, and handed off a structured, proactive CS operation. Key impact: → Shifted from reactive support to a structured CS model → Established CS ops basics and a long-term roadmap → Recruited and mentored a successor for a clean handover → Redefined team roles for clear ownership & accountability

Led a multinational team of 20+ at a global VR/AR software leader (clients: Carl Zeiss, Qiagen). Focused on professionalizing delivery and investing in people. Key impact: → Led an international team via mentorship, not micromanagement → Implemented a company-wide "Project Workflow" for consistent delivery → Rolled out an enterprise "Client Roll-out Framework" with tracking → Created training programs to upskill CSMs on commercial growth

Transformed the department from project delivery to Customer Success. Defined the vision, strategy, and KPIs for the new CS function. → Built the CS strategy and executed the shift from delivery-focused to success-focused → Optimized the customer experience across the full lifecycle → Defined hiring profiles and recruited new CS managers → Developed a partner ecosystem for outsourced delivery capacity → Managed projects for multinational OEMs and Tier-1 automotive companies

Built the delivery organization from zero to a multinational team of 20+ people. This was the operational backbone of the company — every customer project ran through my team. → Scaled the team from scratch, hiring across Germany, India, and Eastern Europe → Executed and delivered AI annotation projects for international OEMs and Tier-1 suppliers → Supported pre-sales with technical expertise → Established the customer growth plan framework → Built a partner ecosystem for delivery at scale

First hire on the customer side. understand.ai provided high-quality image annotation for autonomous driving, satellite imagery, and medicine using deep learning and human-in-the-loop approaches. This is where I first saw AI applied to real operational problems at scale — and where I learned that the hard part isn't the model. It's data quality, process design, and making sure the output actually helps humans do their jobs.

Internship in Atlanta