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Founding Customer Success Manager - DACH
Contract type
Ongoing
Work mode
Remote · Berlin
Experience
Mid-level · 2+ years
Job description
Customer Success Manager at Heidi Health responsible for helping hospitals, clinics and clinicians across Germany adopt and love Heidi, managing the full customer journey for public and private hospital deployments.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Berlin
What you'll do
- Be the strategic partner for a portfolio of Heidi's customers, ensuring they achieve measurable success and realise value.
- Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
- Track and improve metrics along customer journey like time-to-first-value and early activation.
- Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
- Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
- Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
- Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies.
- Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
- Gather and share insights to influence product development and feature prioritisation.
What we're looking for
- 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
- A romantic streak about software. You believe great products can transform someone's day.
- Familiarity with Germany's healthcare ecosystem (both public and private).
- Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
- Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
- Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
- Passion for AI, shown through hands-on building, prototyping, or side projects.
- You default to building over requesting.
- You're confident in your thinking and open to being wrong. Great ideas win regardless of who surfaces them.
- Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you.
Apply
About Heidi
Heidi is building an AI Care Partner for clinicians. Its platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours, supporting 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties.
Mission
Double the world's capacity for care and strengthen the human connection at its heart
Key facts
- Healthcare AI
- Grew annual recurring revenue from $1 million to $50 million in two years
- Secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst's Cus
- Supports 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties
- Platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours
Partners & customers
BlackbirdPhoenix CourtPoint72 Private InvestmentsHeadlineGeneral Catalyst's Customer Value Fund
What they value
- Build for the next decade, not next quarter
- Lead, don't wait
- Follow the evidence
- Own the outcome
- Ship, measure, go again
- Live in clinicians' reality