VP of Customer Success (m/f/d) - Healthtech / AI

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🎤 Why voize? Because nurses deserve their time back. We're building the AI companion for Europe's 2M+ frontline care workers. Today, 2,000+ care facilities and 200,000+ nurses use voize every shift - and our AI gives them back up to 30% of their time : time to care, to connect, to be present with the people who need them most. We recently closed a €50M Series A led by Balderton Capital , with HV Capital and Y Combinator - but what matters more: we're already live at scale in one of the hardest environments to build in. Why now? We've crossed product-market fit - and healthcare systems globally are under massive pressure: staff shortages, rising demand, and increasing complexity. The next 24 months are the move from breakout startup to category leader - scaling from 200,000 to 500,000+ users, from Germany to a multi-country footprint. 💡 Your Mission: make every customer a power user As VP Customer Success , you don't just run a CS org - you define how voize becomes part of everyday care delivery at scale. Your team is the bridge between product and real-world usage: turning pilots into system-wide adoption turning features into repeatable daily habits turning "AI potential" into measurable time-saved on every shift You build and lead the Customer Success & Support org (CX) that ensures voize is not just bought, but used - deeply, daily, and across entire organizations . Because in our world, retention is not won in renewal calls. It is earned through consistent, everyday usage. Concretely, you own the systems that make adoption scale: Adoption & time-to-value across enterprise (1,000-5,000 users) and SMB ( Customer health : the measurement philosophy, the signals, the early-warning system Onboarding & rollouts: from single-facility pilots to multi-site enterprise deployments Gross retention: protecting the base through deep product usage, not commercial negotiation Customer Support: the human + AI motion that keeps nurses unblocked 24/7 Voice of the customer: the feedback loop into product, engineering, and GTM 🚀 What you'll own - the first 18 months Build the leadership bench. Scale the org from today's team to 50+ FTE across CS, Implementation, and Support. Hire and develop existing leads into 3-6 directors/managers who can each run their own teams. You are a manager of managers - talent is your primary leverage Design the segmentation model. Decide where high-touch CSMs drive value vs. where tech-touch, in-product, and AI-assisted motions scale the long tail. Leverage the fact that we're AI-native - your org should be among the most leveraged CX org in European SaaS Instrument the customer journey. Define the customer health framework, the adoption KPIs, the time-to-proficiency benchmarks. Your team builds the dashboards - you set the bar Own the cross-functional loop. Sit on the GTM leadership team. Present to the board quarterly. Translate customer friction into product and GTM decisions Sponsor the self-serve motion. FAQs, in-product guidance, knowledge base, community - the content and tooling that lets a nurse in a 2,000-bed facility get unblocked without ever filing a ticket. 📈 What success looks like Month 3: Org design locked. Health-score v1 live. First 2 directors are in place. You know every top-10 account by name Month 6: Segmentation model rolled out. Onboarding playbook v2 shipped. Time-to-first-value cut by >30%. Support CSAT ≥ 90% Month 12: Gross Retention ≥ 95%. Adoption metric (DAU/MAU of frontline users) meaningfully up. Team of 30 - 35 across CS, Implementation, Support. You're the trusted voice of the customer on the exec team Month 18: The org is ready for the next S-curve: EU expansion, 300,000+ nurses, multi-country rollout. You've built a leadership system that runs without you day-to-day. 🤝 What you bring 10+ years in Customer Success / Customer Operations in B2B SaaS, including 5+ years leading leaders . You've scaled a CX org through a meaningful inflection point (e.g. 20 → 50+ FTE, single-country → multi-geo, or SMB → enterprise) Proven talent engine. You've hired and developed CX leaders who now lead teams of their own Adoption-first mindset. You obsess over usage, time-to-value, and product engagement - not just logos or ARR. You know how to drive behavioral change at scale in large, distributed, non-desk user environments Operator's toolkit. Hands-on fluency with modern CX tooling (Gainsight / Planhat / Vitally / Intercom / Zendesk-class), product analytics, and the data stack. You don't build the dashboards, but you can read them excellently Strategic + hands-on. You can write a 3-year CX strategy in the morning and sit in a customer escalation in the afternoon Healthcare empathy. Experience with frontline, clinical, or any regulated industry is desirable, where the end user is non-desk, time-starved, and mission-driven Communication & EQ. You are empathetic and engage meaningfully with customers, team members, founders, and board Berlin-based

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