Head of Customer Success (m/f/d)
At a glance
Director-level Customer Success role at voize. Berlin · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Build and expand enterprise customer success across Germany, then prepare the function for international growth
- Create the rules, governance, ownership model, and capacity plans that keep service delivery consistent
- Track adoption, account health, and operational results across complex enterprise customers
- Oversee multi-location rollouts, enforcing quality, risk controls, and reliable follow-through
- Coach your team while managing executive relationships and stepping into serious customer issues
What you bring
- You have led enterprise customer success, customer operations, or strategic accounts in a growing SaaS or technology company
- You have managed complex, high-stakes customers, including accounts worth at least €1M, with C-level engagement
- You understand adoption, customer health, operational results, and escalation management at a deep level
- You have built operating models with clear standards, responsibilities, and accountability
- You bring professional German, strong English, executive presence, and hands-on judgment
Who this fits
This suits a senior customer-success leader who can build a team and still take charge during critical customer situations. You’ll work with healthcare groups and multiple stakeholder teams, partnering with Sales, Implementation, Product, Operations, and Vertical Experts. The role is based in Berlin with a hybrid setup, and it can also be performed remotely from Germany.
From the employer
🎤 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!
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