VP of Customer Success

About the Company

voize is building an AI companion for Europe's frontline care workers. With over 2,000 care facilities and 200,000+ nurses already using the platform, voize helps healthcare professionals reclaim up to 30% of their time to focus on patient care.

Responsibilities

• Build and scale the Customer Success & Support organization from current levels to 50+ FTEs
• Design segmentation models to balance high-touch CSMs with tech-touch and AI-assisted motions
• Own customer health frameworks, adoption KPIs, and the feedback loop into product and engineering
• Drive gross retention and time-to-value across enterprise and SMB segments

Requirements

• 10+ years in Customer Success or Customer Operations in B2B SaaS
• 5+ years of experience leading leaders (manager of managers)
• Proven track record of scaling CX organizations through significant inflection points
• Fluency in English and German
• Ability to work in a hybrid setup in Berlin

Preferred Qualifications

• Experience in healthcare, clinical, or highly regulated industries
• Expertise with modern CX tooling like Gainsight, Planhat, or Zendesk
• Experience managing non-desk, distributed user environments