Enterprise Customer Success - Team Lead (m/f/d)

📋 Description

• • Lead and develop a team of Enterprise Customer Success Managers focused on Germany’s largest hospital groups, multi-site care networks, and top-tier healthcare operators.
• • Own net revenue retention (NRR) and gross retention for strategic enterprise accounts, ensuring long-term customer value and expansion.
• • Navigate complex, multi-stakeholder environments including nursing directors, IT leads, C-suite executives, and procurement teams within healthcare organizations.
• • Design, implement, and iterate customer lifecycle processes tailored to enterprise healthcare cycles, including renewals, executive QBRs, health reviews, and escalation paths.
• • Partner with Vertical Experts to embed healthcare-specific playbooks into the team’s daily execution and customer engagement strategies.
• • Drive expansion readiness by identifying upsell and cross-sell opportunities within multi-site healthcare group structures.
• • Maintain direct portfolio exposure to 10–20% of the most critical enterprise accounts to stay closely aligned with customer needs and challenges.
• • Forecast customer success capacity and hiring needs based on enterprise pipeline growth and market demand.
• • Coach and develop individual contributors to build a high-performing, accountable, and customer-obsessed team culture.
• • Act as a hands-on contributor in customer success activities when needed, balancing leadership responsibilities with direct customer engagement.
• • Collaborate cross-functionally with sales, product, and engineering teams to align customer feedback with product roadmap and service improvements.
• • Ensure consistent delivery of value across enterprise accounts by monitoring usage, adoption, and satisfaction metrics.
• • Build and maintain scalable operational rhythms and reporting frameworks to track team performance and customer health.
• • Represent voize in high-stakes customer interactions, reinforcing trust and positioning the company as a strategic partner in healthcare transformation.
• • Contribute to the evolution of voize’s enterprise customer success strategy by identifying gaps, proposing improvements, and scaling best practices.
• • Support the onboarding and integration of new enterprise clients through structured rollout plans and stakeholder alignment.
• • Ensure all customer success activities comply with healthcare industry regulations and data privacy standards relevant to German care facilities.
• • Promote a proactive, solution-oriented mindset across the team, turning customer challenges into opportunities for deeper engagement and retention.
• • Foster an open, collaborative team culture with regular feedback loops, development conversations, and performance reviews.
• • Participate in company-wide initiatives, including off-sites, learning programs, and team-building events, whether working from the Berlin office or remotely within Germany.