Head of Customer Success(m/w/x)

Description

You will lead and scale a human-centric Customer Success function by balancing AI-driven efficiency with empathetic care, ensuring high retention and regulatory compliance as the company grows.

Requirements

• •Native-level German and professional English proficiency
• •7-10+ years Customer Success and leadership experience
• •Experience leading and scaling CS teams
• •Hands-on experience implementing AI tools
• •Strong judgment regarding automation processes
• •Experience owning retention metrics and strategy
• •Experience in regulated or trust-critical environments
• •People leader and systems thinker
• •Calm and grounded in sensitive situations
• •Ability to improve processes effectively
• •Clear, warm, and precise communication
• •Confidence in cross-functional leadership collaboration
• •Experience in femtech, health, or medical devices (Desirable)
• •Familiarity with IVDR or post-market surveillance (Desirable)
• •Experience collaborating with QA/RA teams (Desirable)
• •Experience working closely with founders (Desirable)

Tasks

• •Lead and coach the Customer Success team
• •Define clear roles and ownership structures
• •Hire new talent as the function scales
• •Implement AI-supported workflows for triage and routing
• •Set guardrails for automated versus human interactions
• •Manage sensitive customer interactions with human care
• •Maintain a respectful and non-judgmental brand voice
• •Drive retention and reduce subscription churn
• •Translate customer feedback into strategic product insights
• •Collaborate with Product, Tech, and Marketing teams
• •Evolve the post-purchase customer journey and onboarding
• •Monitor service productivity and satisfaction metrics
• •Align success processes with IVDR regulatory standards
• •Partner with QA on post-market surveillance inputs
• •Train the team to escalate safety signals

Tools & Technologies

Benefits