Founding Customer Success Manager - DACH

The role

You will manage the full customer journey for public and private hospital deployments in Germany. You will act as a strategic partner to ensure hospitals, clinics, and clinicians adopt and use the Heidi platform.

What you will do

• Be the strategic partner for a portfolio of customers to ensure measurable success.
• Lead onboarding and training of new customers from planning to go-live.
• Track and improve metrics like time-to-first-value and early activation.
• Develop and execute tailored adoption plans to maximise user engagement.
• Identify expansion opportunities and mitigate churn risks.
• Build executive-level relationships and act as the voice of the customer internally.
• Deliver value through proactive check-ins, success planning, and education strategies.
• Collaborate with product, engineering, and support teams to resolve operational blockers.
• Gather and share insights to influence product development and feature prioritisation.

Required qualifications

• 2+ years in a customer success role at a SaaS company.
• Proven ability to own the full lifecycle.
• Familiarity with Germany’s healthcare ecosystem (both public and private).
• Exceptional communication and collaboration skills.
• Highly organised and able to manage multiple projects and competing priorities.
• Self-starter with a bias for action.
• Comfortable navigating fast-paced and ambiguous environments.
• Passion for AI, shown through hands-on building, prototyping, or side projects.

Nice to have

• Medical background (e.g. former doctor, nurse, or allied health professional)

About the company

Heidi is building an AI Care Partner to support clinicians and reduce administrative chaos. The company has grown annual recurring revenue from $1 million to $50 million in two years.