VP of Customer Success (m/f/d) - Healthtech / AI
voize · Berlin, Berlin, Germany
- On site
- Full-time
- €150,000 / year
- Berlin, Berlin, Germany
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Job highlights
- Lead Customer Success & Support for AI healthtech.
- Scale CX org to 50+ FTE and multi-country.
- Drive adoption and retention through usage.
- Instrument customer journey and feedback loops.
- Build a strong leadership bench and culture.
About the role
Why voize?
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. We’ve crossed product-market fit and healthcare systems globally are under massive pressure. The next 24 months are about moving from breakout startup to category leader, scaling from 150,000 to 500,000+ nurses, and expanding from Germany to a multi-country footprint.
Your Mission: Make Every Customer a Power User
As VP Customer Success, you will define how voize becomes part of everyday care delivery at scale. Your team will be the bridge between product and real-world usage, turning pilots into system-wide adoption, features into repeatable daily habits, and AI potential into measurable time-saved on every shift.
You will build and lead the Customer Success & Support organization (CX) that ensures voize is not just bought, but used deeply, daily, and across entire organizations. Retention 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.
- Customer health: measurement philosophy, signals, and early-warning systems.
- Onboarding & rollouts: from single-facility pilots to multi-site enterprise deployments.
- Gross retention: protecting the base through deep product usage.
- 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.
- 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.
- Instrument the customer journey: Define the customer health framework, adoption KPIs, and time-to-proficiency benchmarks.
- Own the cross-functional loop: Sit on the GTM leadership team, present to the board quarterly, and translate customer friction into product and GTM decisions.
- Sponsor the self-serve motion: Develop FAQs, in-product guidance, knowledge base, and community content and tooling.
What success looks like
- Month 3: Org design locked, Health-score v1 live, first 2 directors in place.
- 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) meaningfully up, Team of 30-35 across CS, Implementation, Support.
- Month 18: Org ready for the next S-curve: EU expansion, 300,000+ nurses, multi-country rollout. Leadership system runs without you day-to-day.
What you bring
- 10+ years in Customer Success / Customer Operations in B2B SaaS, including 5+ years leading leaders. Scaled a CX org through a meaningful inflection point.
- Proven talent engine: Hired and developed CX leaders who now lead teams of their own.
- Adoption-first mindset: Obsessed with usage, time-to-value, and product engagement, not just logos or ARR. Experience driving 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.
- Strategic + hands-on: Ability to write a 3-year CX strategy and handle customer escalations.
- Healthcare empathy: Experience with frontline, clinical, or any regulated industry is desirable, especially where the end user is non-desk, time-starved, and mission-driven.
- Communication & EQ: Empathetic and engaging with customers, team members, founders, and the board.
- Location: Berlin-based (or relocating). Fluent English + German. Hybrid.
Growing Together - what you can expect at voize
- Caring, collaborative culture: Value clarity, low ego, and close collaboration across Product, Tech, GTM, and Operations.
- Meaningful upside: Competitive compensation, 32 days holiday, benefits, and stock options.
- 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.
Key skills/competency
- Customer Success Leadership
- B2B SaaS CX Scaling
- Adoption & Time-to-Value
- Customer Health Scoring
- Onboarding & Rollouts
- Gross Retention
- Customer Support Strategy
- Product Feedback Loop
- CX Tooling (Gainsight, Planhat)
- Team Building & Development
Skills & topics
- VP Customer Success
- Customer Success
- Customer Operations
- B2B SaaS
- AI
- Healthtech
- Scaling CX
- Team Leadership
- Adoption Strategy
- Retention
- SaaS
- Gainsight
- Planhat
- Zendesk
- Intercom
- Product Analytics
- Berlin
- Germany
- Startup
- Series A
How to get hired
- Tailor your resume: Highlight your 10+ years in B2B SaaS Customer Success, focusing on scaling CX orgs and leading leaders. Quantify achievements in adoption, retention, and team growth.
- Showcase leadership: Emphasize your experience in hiring and developing CX leaders and managing teams of 50+ FTE, particularly in high-growth environments.
- Demonstrate operational excellence: Detail your hands-on experience with CX tooling (Gainsight, Planhat), product analytics, and data stacks. Provide examples of building customer health frameworks and driving adoption.
- Highlight industry relevance: Mention any experience in healthcare, clinical settings, or regulated industries with non-desk, time-starved users. Express your empathy and understanding of their needs.
- Prepare for culture fit: Be ready to discuss your low-ego, collaborative approach and how you foster a caring culture. Highlight your strategic yet hands-on style.
Technical preparation
Master CX tools: Gainsight, Planhat, Zendesk.,Understand product analytics platforms.,Prepare data analysis examples.,Familiarize with AI in CX.
Behavioral questions
Describe scaling a CX org significantly.,How do you drive adoption in non-desk users?,Share an experience developing CX leaders.,How do you handle customer escalations strategically?
Frequently asked questions
- What are the key responsibilities for the VP of Customer Success at voize?
- The VP of Customer Success at voize is responsible for building and leading the Customer Success & Support organization to ensure deep and daily usage of voize by healthcare professionals. This includes driving adoption, time-to-value, retention, customer support, and customer feedback loops, while scaling the team to over 50 FTE and potentially across multiple countries.
- What kind of experience is required for the VP of Customer Success role at voize?
- voize requires 10+ years in B2B SaaS Customer Success/Operations, with at least 5 years leading leaders. Significant experience scaling a CX org through inflection points, a proven ability to hire and develop talent, and an adoption-first mindset are crucial. Hands-on experience with modern CX tooling and product analytics is also essential.
- How does voize define success for its VP of Customer Success?
- Success at voize is measured by quantifiable improvements within the first 18 months. This includes having a locked org design, live health scores, a scaled team (30-35 by month 12, ready for 50+), high gross retention (≥95%), increased adoption metrics, and a strong influence on the executive team as the voice of the customer. Readiness for EU expansion is also a key milestone.
- What is the company culture like at voize?
- voize fosters a caring and collaborative culture that values clarity, low ego, and close teamwork across departments. They offer meaningful upside through competitive compensation, benefits, stock options, and flexibility like a hybrid setup and flexible hours, emphasizing autonomy and employee well-being.
- What is the career growth potential for the VP of Customer Success at voize?
- This role offers significant career growth potential as voize aims to become a category leader. The VP will be instrumental in scaling the company from a breakout startup to a global player, potentially impacting hundreds of thousands of nurses and defining a new standard in healthcare tech CX. The company frames it as 'the role that defined your career'.
- What is the role of AI in the Customer Success strategy at voize?
- AI is central to voize's Customer Success strategy. The company itself is AI-native, and the VP of Customer Success is expected to leverage AI not only in the product's value proposition (giving nurses back time) but also within the CX organization itself. This includes AI-assisted motions for scaling the long tail and an AI+human approach to customer support.