Customer Success Manager, DACH

heidihealth.com.au; Berlin; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Heidi Health is seeking a Customer Success Manager in Germany to bridge tech and care for hospitals, clinics, and clinicians. You will manage the full customer journey from onboarding to go-live, ensuring seamless integrations into clinical workflows and measurable impact on patient care.

Ideal candidates have 2+ years in SaaS customer success, strong communication, and familiarity with Germany's healthcare ecosystem.

Qualifikationen

• 2+ years in a customer success role at a SaaS company.
• Experience owning the full customer lifecycle.
• Familiarity with Germany's healthcare ecosystem (public and private).
• Excellent communication and collaboration with customers and cross-functional teams.

Aufgaben

• Own customer outcomes and ensure measurable success.
• Lead onboarding and training from planning to go-live.
• Track metrics along the customer journey.
• Drive tailored adoption plans to maximise engagement.
• Identify expansion opportunities and mitigate churn.
• Build executive-level relationships and advocate for customer needs.
• Deliver value through proactive check-ins and education strategies.
• Collaborate with product, engineering and support to resolve blockers.
• Gather insights to influence product development.

Kenntnisse

Customer success

SaaS familiarity

Germany healthcare

Communication

Jobbeschreibung

We're Heidi.

We're building the future of healthcare by giving every clinician the earth's finest AI Care Partner. Our platform has absorbed the administrative chaos of 175 million patient visits and supported 67 million clinical hours. Today, we support 2.8 million patient sessions a week across 190+ countries, in 110 languages and over 200 specialties.

Healthcare systems are failing us; clinicians spend more time on documentation than on patients, and the human connection that makes medicine worth practicing is eroding. Our mission is simple: double the world's capacity for care and strengthen the human connection at its heart.

We found product-market fit with a freemium medical scribe that clinicians love. Now, we're expanding. Every task a clinician hands to Heidi is a patient who feels more attended to, a health system unclogged, and a clinician who gets to be a clinician again.

We've grown annual recurring revenue from $1 million to $50 million in two years.

To go further, we've secured US$340 million: a $100 million Series C led by Blackbird, with Phoenix Court, Point72 Private Investments and Headline, alongside a $240 million growth investment led by General Catalyst's Customer Value Fund.

If you want to join us in doing work worth shipping, jump in.

The role

As a Customer Success Manager at Heidi Health, you'll be the bridge between technology and care - helping hospitals, clinics, and clinicians across Germany adopt and love Heidi.

You'll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care.

This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who's excited to drive digital transformation in healthcare.

What you'll do

• Own customer outcomes: Be the strategic partner for a portfolio of Heidi's customers, ensuring they achieve measurable success and realise value.
• Lead onboarding & training: Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
• Track and improve metrics along customer journey like time-to-first-value and early activation.
• Drive strategic adoption: Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
• Enhance Retention & Growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
• Customer advocacy: Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
• Continuous engagement: Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
• Resolve operational blockers: Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
• Feedback insights: Gather and share insights to influence product development and feature prioritisation.

What you'll need

• 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
• A romantic streak about software. You believe great products can transform someone's day.
• Familiarity with Germany's healthcare ecosystem (both public and private).
• Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
• Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
• Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
• Passion for AI, shown through hands-on building, prototyping, or side projects.
• You default to building over requesting.
• You're confident in your thinking and open to being wrong. Great ideas win regardless of who surfaces them.

Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you.

How we show up

• Build for the next decade, not next quarter. Our targets are outrageous on purpose. The world's health doesn't have the luxury of incrementalism.
• Lead, don't wait. We treat tomorrow's problems today. Sometimes we build what's needed before it's wanted, and we're fine with that.
• Follow the evidence. Trust the patient. We pursue truth relentlessly. But when the subjective and objective disagree, we treat the patient, not the numbers. Ego is a comorbidity we can't afford.
• Own the outcome. Everyone here carries the company. Raise problems with solutions, solve them end-to-end, and never be a bystander.
• Ship, measure, go again. A button today, a workflow tomorrow. More iterations beat better planning. We're precise at pace, not reckless.
• Live in clinicians' reality. Not the ideal workflow, the twenty-patients-before-lunch actual one. We build for exhausted humans, and we'd better be decent ones while we do it.

Why Heidi?

You'll join a team measured on real-world impact, not press cycles. We live and breathe the challenges of modern health systems, and are laser-focused on exacting the change we'd like to see. We're medicos, engineers, builders and designers who've felt (on every side of the equation) what non-care feels like, the moral and practical toll as a provider or receiver.

Building what we're building isn't always easy. Standard tech playbooks routinely fail in healthcare, and the friction of the medical system will test your perseverance. But we didn't choose easy, we chose a purpose-driven mission that actually matters. We hold ourselves to a higher standard because healthcare demands it. If you join Heidi, you recognize that the deeper question isn't whether AI can solve the global healthcare crisis, but whose hands will shape it.

True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we value sustainable performance and mental health. You're trusted to perform, and you set your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally.

We take care of you.

We chose to open-source our benefits hub, if you care to take a peek.