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

🎤 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 150,000+ 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 150,000 to 500,000+ nurses, from Germany to a multi-country footprint. You'd author the chapter that makes that real. 💡 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 (<150 users) segments 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 (or relocating). Fluent English + German. Hybrid. Berlin is where the team, the customers, and the category are being built - and that's deliberate 🌱 Growing Together - what you can expect at voize Caring, collaborative culture. We value clarity, low ego, and close collaboration across Product, Tech, GTM, and Operations Meaningful upside. Competitive compensation, 32 days holiday, benefits and stock options. You’re a co-creator of the company’s success Flexibility that works. Hybrid setup, flexible hours, and the autonomy to operate at your best ✨ Ready to talk? Apply now! 🚀 If you want to look back in 24 months and say this was the role that defined your career - where you helped 500,000 nurses reclaim their time and built a category-defining CX org, this is that role. We know great leaders come from diverse backgrounds. If this excites you, we’d love to hear from you.