Job Overview
Location
Berlin
Job Type
Full-time
Category
Customer Success
Date Posted
April 22, 2026
Full Job Description
đź“‹ Description
- • As VP of Customer Success at Voize Inc., you will define how the AI companion becomes embedded in everyday care delivery across Europe’s frontline healthcare workforce, turning product adoption into measurable time savings for nurses and care facilities.
- • You will build and lead a Customer Success & Support organization scaling from current size to 50+ FTE across CS, Implementation, and Support, hiring and developing leaders into directors and managers who can run their own teams as a manager of managers.
- • You will design segmentation models, instrument the customer journey with health scores and adoption KPIs, own gross retention through deep product usage, and sponsor self-serve motions like FAQs, in-product guidance, and knowledge bases to empower nurses in high-acuity environments.
- • You will sit on the GTM leadership team, present to the board quarterly, translate customer friction into product and GTM decisions, and serve as the trusted voice of the customer on the executive team while driving EU expansion toward 300,000+ nurses.
- • You will own onboarding and rollouts from single-facility pilots to multi-site enterprise deployments, build adoption frameworks for SMB (<150 users) and enterprise (1,000–5,000 users) segments, and ensure Voize is not just bought but used deeply, daily, and across entire organizations.
- • You will establish customer health frameworks, early-warning systems, and feedback loops into product, engineering, and GTM, ensuring retention is earned through consistent usage rather than renewal negotiations.
- • You will scale the org through a meaningful inflection point, targeting gross retention ≥95%, DAU/MAU growth, and CSAT ≥90% by month 6, while building a leadership system capable of running independently by month 18.
- • You will operate in a caring, collaborative culture with clarity, low ego, and close collaboration across Product, Tech, GTM, and Operations, with hybrid flexibility and meaningful upside via compensation, 32 days holiday, benefits, and stock options.
🎯 Requirements
- • 10+ years in Customer Success / Customer Operations in B2B SaaS, including 5+ years leading leaders through a meaningful inflection point (e.g., 20 → 50+ FTE, single-country → multi-geo, or SMB → enterprise)
- • Proven talent engine: experience hiring and developing CX leaders who now lead teams of their own
- • Adoption-first mindset: obsession with usage, time-to-value, and product engagement over logos or ARR, with ability 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 data stack—able to read and act on dashboards excellently
- • Healthcare empathy: experience with frontline, clinical, or regulated industries where end users are non-desk, time-starved, and mission-driven is desirable
- • Fluent English + German, Berlin-based or willing to relocate, with hybrid work arrangement
🏖️ Benefits
- • Competitive compensation with meaningful upside and stock options as a co-creator of the company’s success
- • 32 days holiday per year
- • Hybrid setup with flexible hours and autonomy to operate at your best
- • Caring, collaborative culture valuing clarity, low ego, and close collaboration across Product, Tech, GTM, and Operations
- • Opportunity to help 500,000+ nurses reclaim their time and build a category-defining CX org in healthtech/AI
Skills & Technologies
About Voize Inc.
Voize is a technology company focused on revolutionizing customer communication through AI-powered solutions. Their platform enables businesses to automate and enhance customer interactions across various channels, including voice, chat, and email. By leveraging advanced natural language processing and machine learning, Voize aims to improve customer service efficiency, reduce operational costs, and provide personalized experiences. The company operates within the rapidly growing conversational AI and customer experience management sectors, offering tools that help businesses scale their support operations and gain deeper insights into customer needs and sentiment. Their solutions are designed for a wide range of industries seeking to optimize their customer engagement strategies.
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