Head of Customer Success (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: Build the Customer Success organization for our next stage of growth We are looking for a **Head of Enterprise Customer Success** to lead and scale our enterprise customer organization across Germany’s largest healthcare groups and prepare it for international growth. You will build the operating model for consistent adoption and measurable outcomes across complex, multi-facility rollouts. Owning customer health and executive alignment for high-stakes partnerships — including €1M+ accounts — you will lead through your team while stepping directly into critical situations when needed. ## 🚀 Your Daily Business – No two days are alike - **Lead and scale the Enterprise Customer Success organization** for growth in Germany and internationally - **Design the operating model**, including ownership, governance, standards, and capacity planning - **Own adoption, customer health, and operational outcomes** across complex enterprise accounts - **Lead multi-site rollout governance** and hold teams accountable for quality, risk, and follow-through - **Build trusted C-level relationships** across customer leadership, operations, IT, and procurement - **Anticipate and resolve escalations**, stepping directly into critical customer or facility situations - **Partner cross-functionally** with Sales, Implementation, Product, Operations, and Vertical Experts - **Develop a high-performing team** through clear expectations, coaching, and candid feedback ## 🤝 Your Skillset – What you bring to the table - **Senior leadership experience** in Enterprise Customer Success, customer operations, or strategic account leadership within a scaling SaaS or technology business - **Ownership of complex, high-stakes customers**, including €1M+ accounts and C-level relationships - **Deep CS expertise** in adoption, customer health, operational outcomes, and escalations - **Experience designing operating models** and creating clear standards and accountability - **A track record leading complex, multi-site rollouts** across multiple stakeholder groups - **Strategic and hands-on leadership**, with the judgment to enter critical situations directly - **High EQ, executive presence, and an energizing, proactive style** - **Professional German and strong English** - Healthcare or another regulated industry is advantageous; consulting or program-management experience is a plus ## 🌱 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 healthcare professionals more time for real patient care - We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from 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 look forward to your application and can’t wait to meet you – no matter who you are or what background you have!