Customer Success Manager – AI Healthcare Startup

Darum lohnt es sich

Responsibilities You bring your hands‑on practice experience and support medical practices in getting started with Mediform: onboarding (interview, setup and training), fine‑tuning, and ongoing support You act as the primary point of contact: you capture requests, prioritize and resolve them independently — or coordinate with Tech/Product as needed and keep the practice informed at all times You review anonymized conversations between the AI and patients, identify patterns, and provide concrete improvement suggestions to the practice and to the team You manage practices proactively: regular check‑ins, sharing best practices, mini‑trainings, and targeted recommendations to reduce everyday workload and drive success with our product You optimize internal processes: checklists, quick guides, FAQs, and small automations — and ensure clear quality standards for conversation reviews You are the bridge between practice and product: you listen to practices, synthesize insights clearly, share them with the team — and support testing of new features for real‑world suitability Requirements Hands‑on mentality: you don’t wait for perfect processes but help shape them — whether ensuring timely onboarding, documenting knowledge, or improving internal workflows Experience in healthcare, working with medical practices/physician offices, or in digital health Empathy and service orientation: you understand how practice teams think and work — while keeping process efficiency and data protection (GDPR) in mind Independent and structured working style: you prioritize and resolve requests independently — and know when and how to involve Tech/Product Articulate communicator: whether medical assistants (MFA), physicians, or colleagues — you speak the appropriate language, build trust, and ensure clear communication.

This role requires German at native level (C2) and good English (for product understanding and occasional internal communication) Digital affinity: confident with CRM and practice management systems, open to new tools, and comfortable working with AI‑assisted solutions (phone/chat) Particularly relevant: completed vocational training or a degree in the healthcare field (e.g., MFA, practice management, health management) Experience in onboarding and/or customer success #J-18808-Ljbffr