We are looking for a VP of Customer Success to join our mission of giving nurses their time back. You will define how our AI companion becomes integral to daily care delivery, ensuring deep and consistent usage across healthcare facilities. This is a critical role in our growth phase, as we scale from a breakout startup to a category leader in the healthtech AI space.
Activities
Your Mission: make every customer a power user
As VP Customer Success, you don’t just run a CS org - you define how voize becomes part of everyday care delivery at scale. Your team is the bridge between product and real-world usage:
- turning pilots into system-wide adoption
- turning features into repeatable daily habits
- turning “AI potential” into measurable time-saved on every shift
You build and lead the Customer Success & Support org (CX) that ensures voize is not just bought, but used - deeply, daily, and across entire organizations.
Because in our world, retention is not won in renewal calls. It is earned through consistent, everyday usage.
Concretely, you own the systems that make adoption scale:
- Adoption & time-to-value across enterprise (1,000–5,000 users) and SMB (<150 users) segments
- Customer health: the measurement philosophy, the signals, the early-warning system
- Onboarding & rollouts: from single-facility pilots to multi-site enterprise deployments
- Gross retention: protecting the base through deep product usage, not commercial negotiation
- Customer Support: the human + AI motion that keeps nurses unblocked 24/7
- Voice of the customer: the feedback loop into product, engineering, and GTM
What you'll own — the first 18 months
- Build the leadership bench. Scale the org from today's team to 50+ FTE across CS, Implementation, and Support. Hire and develop existing leads into 3-6 directors/managers who can each run their own teams. You are a manager of managers - talent is your primary leverage
- Design the segmentation model. Decide where high-touch CSMs drive value vs. where tech-touch, in-product, and AI-assisted motions scale the long tail. Leverage the fact that we're AI-native — your org should be among the most leveraged CX org in European SaaS
- Instrument the customer journey. Define the customer health framework, the adoption KPIs, the time-to-proficiency benchmarks. Your team builds the dashboards - you set the bar
- Own the cross-functional loop. Sit on the GTM leadership team. Present to the board quarterly. Translate customer friction into product and GTM decisions
- Sponsor the self-serve motion. FAQs, in-product guidance, knowledge base, community - the content and tooling that lets a nurse in a 2,000-bed facility get unblocked without ever filing a ticket.
What success looks like
- Month 3: Org design locked. Health-score v1 live. First 2 directors are in place. You know every top-10 account by name
- Month 6: Segmentation model rolled out. Onboarding playbook v2 shipped. Time-to-first-value cut by >30%. Support CSAT ≥ 90%
- Month 12: Gross Retention ≥ 95%. Adoption metric (DAU/MAU of frontline users) meaningfully up. Team of 30 - 35 across CS, Implementation, Support. You're the trusted voice of the customer on the exec team
- Month 18: The org is ready for the next S-curve: EU expansion, 300,000+ nurses, multi-country rollout. You've built a leadership system that runs without you day-to-day.
Requirements
Your Skillset – What you bring to the table
- 5+ Years Experience in Sales/Solutions Engineering or Pre-Sales; comfortable owning the technical side of deals end-to-end
- Experience leading a team
- Excellent communicator (German C2 & English): you explain technical topics clearly to business and IT
- Strong at discovery, storytelling, and presenting; great at turning needs into simple solutions
- Background in software engineering, information system or a technical degree with solid grasp of AI, integrations, APIs, security & privacy basics
- Doer mentality: high ownership and urgency; you unblock issues fast
- Collaborative with AEs, Product, and CS: You keep everyone aligned
- Willingness to travel to customers and conferences
- Nice to have: experience in healthcare/hospitals;
Team
Our team at voize consists of 45 passionate members working in the areas of product/development, data, customer success, sales, support, marketing and HR. We are a dynamic and ambitious team that works closely together to continuously improve our voice AI solutions for the care industry.
Our company culture offers a lot of freedom in the way we work and a great enthusiasm for modern technologies. At voize, we attach great importance to data-driven decisions in order to optimize processes and offer our customers the best possible service. Everyone in the team is motivated to think creatively and actively contribute to the further development of our products.
Here you will find an inspiring environment in which you can develop your skills and revolutionize the care industry together with us.
Application Process
- Talent Talk: We’ll start with an open discussion where we’ll find out more about your motivation and aspirations.
- Technical Interview: You’ll have the chance to demonstrate your expertise and learn more about the exciting challenges at voize.
- On-site case study: We’ll set you a practical task where you can show us how you approach your work.
- Team chat: In a relaxed conversation, you’ll get to know your future team and see how well you all get on.