Team Lead, Enterprise Customer Success – Hospital

• Build and lead the Enterprise Hospital Success team
• Own retention, adoption, and expansion, including renewals and cross-sell, for strategic hospital customers
• Establish a high-touch engagement model for university hospitals and hospital groups
• Manage 3–4 direct reports, including hiring, coaching, and performance management
• Manage the enterprise customer segment comprising 200–250 accounts and establish clear responsibilities, account plans, and KPIs
• Drive the commercial management of the existing business from opportunity identification through close in collaboration with Sales
• Build scalable processes, playbooks, and workflows for Enterprise Customer Success
• Conduct QBRs, manage executive stakeholders, and oversee escalation and renewal processes
• Collaborate with Sales, Implementation/Launch, Support, Product, and Engineering
• Feed customer feedback into the platform roadmap and ensure seamless handoffs
• Translate new AI products into value cases, adoption strategies, and expansion opportunities

• More than 5 years of leadership and team management experience, ideally building or reshaping Customer Success or Account teams
• Proven experience in Enterprise Customer Success Management, including responsibility for renewals, upselling, and cross-selling with complex B2B customers
• Familiarity with the hospital market, hospital structures, decision-making processes, hospital information systems (HIS)/IT landscapes, and clinical workflows
• Comfortable using AI tools and understanding the dynamics of AI-powered products
• Strong process and workflow expertise, with the ability to build scalable structures and measure success
• Agile, curious, and hands-on in learning and taking on new topics
• Confident executive-level communication with senior leadership, CIOs, and medical directors
• German at C1/C2 level and English proficiency
• Legally authorized to work in Germany/the EU

• Flexible working: remote-friendly, Berlin office, and workation options
• Modern tech stack
• Professional development budget
• Clear career development opportunities