Customer Success Manager, DACH

About the role

This position places you at the intersection of technology and patient care, where your expertise will directly influence how artificial intelligence is integrated into hospital environments. You will own the end-to-end success of a specific portfolio of German healthcare institutions, acting as their primary advocate and strategic guide. This role requires a professional with a clinical foundation who is passionate about driving digital transformation and improving real-world healthcare outcomes. You will translate complex technological capabilities into clear value propositions for clinical and administrative leaders. Ultimately, you will ensure that the Heidi platform delivers on its promise of measurable improvements in efficiency and patient care.

Key facts

What you'll do

• Serve as the primary strategic partner for a portfolio of Heidi customers, ensuring they achieve defined outcomes and value while aligning with the company's expansion goals.
• Oversee the complete onboarding process for new clients, orchestrating every step from initial planning and configuration to training and successful go-live, ensuring seamless integration into existing clinical workflows.
• Monitor and enhance key metrics throughout the customer lifecycle, taking ownership of critical indicators such as time-to-first-value and early user activation to drive adoption.
• Develop and implement highly customized adoption strategies tailored to the specific needs of each hospital or clinic, maximizing user engagement, feature utilization, and long-term client loyalty.
• Identify and pursue opportunities for account expansion, proactively addressing potential churn risks and collaborating internally with product and sales teams to deepen product usage and discover new use cases.
• Cultivate and maintain strong relationships with executive-level stakeholders, acting as the voice of the customer internally and effectively championing their successes and feedback to leadership.
• Maintain continuous engagement through proactive check-ins, strategic quarterly business reviews, and educational initiatives, scaling your impact across the DACH region without compromising quality.
• Resolve complex operational challenges swiftly by working closely with product, engineering, and support teams to ensure a seamless and high-quality customer experience at every touchpoint.
• Collect, analyze, and synthesize qualitative and quantitative customer feedback to inform product development, influence the product roadmap, and prioritize new features based on real-world needs.
• Act as a change management consultant, guiding clinical and administrative teams through the transformation process and helping them adapt to new digital tools and methodologies.
• Document and share best practices and success stories across the customer base to create a community of practice and foster peer-to-peer learning among Heidi users.
• Ensure all customer interactions reflect the highest standards of professionalism, empathy, and clinical sensitivity, representing the Heidi brand with integrity and trust.
• Collaborate with marketing to develop tailored content and case studies that highlight customer achievements and demonstrate the tangible impact of the platform.
• Provide accurate forecasting and pipeline updates regarding customer health and expansion potential to support strategic business planning in the DACH region.

Requirements

• Possess 2+ years of experience in a customer success role within a SaaS company, with a proven track record of managing the entire customer lifecycle from onboarding to renewal or expansion.
• Demonstrate a deep familiarity with the German healthcare landscape, including the nuances of both the public and private sectors and the regulatory environment.
• Exhibit exceptional communication and collaboration abilities, adept at managing complex expectations with both C-level executives and clinical end-users.
• Be highly organized, capable of managing multiple projects, complex timelines, and competing priorities while maintaining an unwavering attention to detail.
• Function effectively as a self-starter who thrives in fast-paced, sometimes ambiguous environments, displaying a strong inclination towards action and problem-solving.
• Show resilience and adaptability when navigating challenging situations, maintaining a calm and solution-oriented demeanor under pressure.
• Commit to a customer-centric mindset, placing the needs of the client and patient outcomes at the center of every decision and interaction.
• Hold the right to work and reside in Germany, ensuring full compliance with local employment regulations and visa requirements.

Nice to have

• A medical background (e.g., former doctor, nurse, or allied health professional) that provides unique insight into clinical workflows and pain points.

Skills & tools

• SaaS customer lifecycle management
• Project management
• Stakeholder communication
• Customer relationship building
• Data analysis (for metrics tracking)

Practical notes

• Benefits include an additional paid day off for your birthday, wellness days, and an annual personal development budget of $500 USD to support your growth and learning.
• You will learn from a diverse team of engineers and creatives, fostering a collaborative environment where knowledge sharing is constant.
• This role offers a unique chance to make a global impact within a leading Australian healthtech startup, contributing to innovations that improve healthcare accessibility and outcomes.
• There is an opportunity for accelerated career progression for individuals who demonstrate quick impact, taking on increased responsibility and leadership in a short timeframe.
• The position is based in Berlin, Germany, requiring relocation or local presence in the city.
• The engagement is full-time, requiring a standard 40-hour work week commitment to ensure success and team alignment.
• No specific visa sponsorship details are provided in the source material, but candidates must ensure they meet the legal requirements for employment in Germany.
• The role demands a high level of autonomy and discipline, as there are no rigid working hours specified, implying a results-oriented work environment.
• Candidates should be prepared for a fast-paced startup environment where agility and the ability to pivot quickly are essential traits for success.