VP of Customer Success - Healthtech / AI
voize
Seniority
Director
Model
Hybrid
Sector
Salary
Undisclosed
Contract
Full-Time
About the role
As VP Customer Success, 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 adoption, features into repeatable daily habits, and AI potential into measurable time-saved on every shift.
What you'll do
- Build the leadership bench, scaling the org from today's team to 50+ FTE across CS, Implementation, and Support, developing leaders into directors/managers who run their own teams
- Design the segmentation model deciding where high-touch CSMs drive value vs. tech-touch, in-product, and AI-assisted motions scale the long tail
- Instrument the customer journey by defining the customer health framework, adoption KPIs, and time-to-proficiency benchmarks
- Own the cross-functional loop, sitting on the GTM leadership team and translating customer friction into product and GTM decisions
- Sponsor the self-serve motion through FAQs, in-product guidance, knowledge base, and community tooling
- Drive adoption and time-to-value across enterprise and SMB segments, protect gross retention through deep product usage, and maintain 24/7 customer support
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 meaningful inflection points (e.g. 20 → 50+ FTE, single-country → multi-geo, or SMB → enterprise)
- Proven talent engine with track record of hiring and developing CX leaders
- Adoption-first mindset obsessing over usage, time-to-value, and product engagement in large, distributed, non-desk user environments
- Hands-on fluency with modern CX tooling (Gainsight / Planhat / Vitally / Intercom / Zendesk-class), product analytics, and data stack
- Experience in frontline, clinical, or regulated industries where end users are non-desk and time-starved
- Berlin-based or relocating, fluent in English and German, comfortable with hybrid work
What they offer
- Competitive compensation and stock options
- 32 days holiday
- Hybrid setup with flexible hours