VP of Customer Success - Healthtech / AI

About the role

As VP Customer Success, you don't just run a CS org - you define how voize becomes part of everyday care delivery at scale. You build and lead the Customer Success & Support org (CX) that ensures voize is not just bought, but used - deeply, daily, and across entire organizations.

What you'll do

• 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 who can each run their own teams.
• 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: FAQs, in-product guidance, knowledge base, and community content that lets nurses get unblocked without filing a ticket.

What you'll need

• 10+ years in Customer Success / Customer Operations in B2B SaaS, including 5+ years leading leaders.
• Experience scaling a CX org through a meaningful inflection point (e.g. 20 to 50+ FTE, single-country to multi-geo, or SMB to enterprise).
• Proven talent engine: you've hired and developed CX leaders who now lead teams of their own.
• Adoption-first mindset: you obsess over usage, time-to-value, and product engagement, and know how to drive behavioral change at scale in large, distributed, non-desk user environments.
• Hands-on fluency with modern CX tooling (Gainsight / Planhat / Vitally / Intercom / Zendesk-class), product analytics, and the data stack.
• Berlin-based (or relocating). Fluent English and German. Hybrid.

Nice to have

• Experience with frontline, clinical, or any regulated industry where the end user is non-desk, time-starved, and mission-driven.

What they offer

• Competitive compensation and stock options
• 32 days holiday
• Hybrid setup with flexible hours