Customer Success Manager - Scale (m/f/d)

Job description

## 🎤 Why voize? Because we’re more than just a job! At voize, **we believe the greatest gift to frontline workers is time - time to care, connect, and be present.** Today, that time is lost to **busywork and complex systems** that pull them away from what matters most: **people**. **Our vision is to change that by building AI companions** that seamlessly take over digital workflows. We don't replace humans with technology - **we amplify their impact.** Our mission is backed with a **$50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. Today, 2,000+ facilities trust voize, and over 200,000 users rely on our AI companion** to ease their daily workload. As a dynamic team, we combine first-in-class technology with meaningful social impact. **And now, we’re looking for you to join us on this mission!** ## 💡 **Your Mission:** Make scale feel clear, human and effective Customer Success at voize is **proactive.** We help customers succeed in a **smart, repeatable way,** without losing judgment or humanity. You’ll work with a high-volume portfolio of mid-market and SME customers and ensure voize is adopted quickly, sustainably and with real impact in their daily care workflows. This role is for people who love **structure and momentum**, but also understand that in healthcare, **good judgment matters just as much as good processes**. If you enjoy improving systems, thinking ahead, and seeing immediate impact at scale, this role is for you. ## 🚀 Your Daily Business - No two days are alike - **Own the end-to-end rollout and success** of 30–50 customers - **Drive adoption** through clear processes, smart touchpoints and proactive communication - **Make Decisions** on what should be standardised and where individual guidance is needed - **Monitor customer health**, usage and ticket patterns to spot risks proactively - **Simplify and streamline** recurring CS workflows to reduce friction at scale - **Run virtual touchpoints,** office hours and scalable enablement formats - **Work cross-collaboratively**: you will partner closely with Support, Product and Onboarding to keep execution efficient - Actively contribute ideas to improve how Customer Success operates ## 🤝 Your Skillset - What you bring to the table - You’re likely a great fit if you: - Have a strong **can-do mentality** and take ownership naturally - Think in **systems, patterns and trade-offs** - Enjoy working with **data, dashboards and signals** - Are **curious about technical setups** and workflows (no coding required) - Can manage many customers without losing overview - Prefer **clarity and structure over chaos** - Balance **standardisation with situational judgment** - Bring **empathy and calm** into complex, human-centred environments - Can speak both **German and English** at a C2 level or above. - You understand **Customer Success Ying and Yang** - Not every customer problem needs a custom solution, but not every problem should be treated the same either ## 🌱 Growing together - what you can expect at voize - We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving frontline workers more time for people - We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely across Germany - Become a co-creator of our success with stock options - Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off-sites, and access to learning platforms such as Blinkist and Audible - You decide when you work best, that means flexible working hours and a good hybrid set-up. ## ✨ **Ready to talk?** Apply now! 🚀 We're looking for entrepreneurs, growth marketers & start-up storytellers - who thrive in ambiguity and know how to capture the best content & stories. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and experience will stand out & set you apart - especially if your career has taken some extraordinary twists and turns. voize welcomes people from all different backgrounds, including age, citizenship, ethnic and racial origins, gender identities, individuals with disabilities, marital status, religions and ideologies, and sexual orientations to apply. We're excited to hear from you!