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voize is an AI-powered platform that builds AI companions to automate digital workflows for frontline healthcare workers, freeing them from busywork to focus on patient care. Backed by $50M Series A funding (Balderton Capital, HV Capital, Y Combinator), the company serves 2,000+ healthcare facilities across Germany with 200,000+ active users.
You will lead and scale the Enterprise Customer Success organization to drive adoption and measurable outcomes across complex, multi-facility healthcare rollouts in Germany and internationally. This is a hands-on leadership role where you own customer health, operational outcomes, and executive alignment for high-stakes partnerships, including €1M+ accounts.
Key responsibilities:
- Build and lead the Enterprise Customer Success team, designing the operating model with clear ownership, governance, standards, and capacity planning
- Own adoption metrics, customer health, and operational outcomes across complex enterprise accounts
- Lead multi-site rollout governance and hold teams accountable for quality, risk, and execution
- Build trusted C-level relationships with customer leadership, operations, IT, and procurement teams
- Anticipate and resolve escalations, stepping directly into critical customer or facility situations when needed
- Partner cross-functionally with Sales, Implementation, Product, Operations, and Vertical Experts
- Develop a high-performing team through clear expectations, coaching, and candid feedback
The role combines strategic leadership with hands-on involvement in critical situations. You will work from voize's Berlin office with flexible hybrid arrangements available across Germany.
Requirements:
- Senior leadership experience in Enterprise Customer Success, customer operations, or strategic account leadership within a scaling SaaS or technology business
- Proven ownership of complex, high-stakes customers, including €1M+ accounts and C-level relationship management
- Deep expertise in adoption, customer health, operational outcomes, and escalation management
- Experience designing operating models and establishing clear standards and accountability frameworks
- Track record leading complex, multi-site rollouts across multiple stakeholder groups
- Strategic and hands-on leadership style with judgment to engage directly in critical situations
- High emotional intelligence, executive presence, and energizing, proactive communication style
- Professional German and strong English language skills
- Healthcare or regulated industry experience is advantageous; consulting or program-management background is a plus
