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

VP of Customer Success (m/f/d) - Healthtech / AI LocationBerlinEmployment TypeFull timeLocation TypeHybridDepartmentCustomer Success🎤 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 200,000+ 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 200,000 to 500,000+ users, from Germany to a multi-country footprint.💡 Your Mission: make every customer a power userAs 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 adoptionturning features into repeatable daily habitsturning “AI potential” into measurable time-saved on every shiftYou 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) segmentsCustomer health: the measurement philosophy, the signals, the early-warning systemOnboarding & rollouts: from single-facility pilots to multi-site enterprise deploymentsGross retention: protecting the base through deep product usage, not commercial negotiationCustomer Support: the human + AI motion that keeps nurses unblocked 24/7Voice of the customer: the feedback loop into product, engineering, and GTM🚀 What you'll own — the first 18 monthsBuild 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 leverageDesign 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 SaaSInstrument the customer journey. Define the customer health framework, the adoption KPIs, the time-to-proficiency benchmarks. Your team builds the dashboards - you set the barOwn the cross-functional loop. Sit on the GTM leadership team. Present to the board quarterly. Translate customer friction into product and GTM decisionsSponsor 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 likeMonth 3: Org design locked. Health-score v1 live. First 2 directors are in place. You know every top-10 account by nameMonth 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 teamMonth 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 bring10+ years in Customer Success / Customer Operations in B2B SaaS, including...