Lead and develop the Enterprise Customer Success team, organized around strategic account clusters
Own Net Revenue Retention (NRR) and gross retention for our largest, most complex accounts — hospital chains, care groups, and multi-facility operators across Germany
Navigate multi-stakeholder environments: from nursing directors and IT leads to C-suite executives and procurement
Build and iterate customer lifecycle processes tailored to enterprise healthcare cycles (renewals, executive QBRs, health reviews, escalation paths)
Partner with Vertical Experts to embed healthcare-specific playbooks into your team’s execution
Drive expansion readiness by identifying upsell and cross-sell signals within group structures
Maintain 10–20% direct portfolio exposure to stay close to your most critical accounts
Forecast Customer Success capacity and hiring needs in line with enterprise pipeline growth

5+ years in Customer Success or Strategic Account Management in SaaS, with demonstrated people leadership experience
Proven track record managing complex, multi-stakeholder enterprise accounts — ideally in healthcare, care infrastructure, or other regulated industries
Strong commercial acumen: you understand how large organizations buy, renew, and expand
Experience navigating group structures where decisions, budgets, and influence are distributed across sites, regions, and leadership layers
Natural coach: you develop individual contributors (ICs) and create the conditions for your team to do their best work
Analytical and process-oriented — you build playbooks and iterate quickly
Fluent in German (C2) and proficient in English

Enterprise Customer Success – Team Lead

Key skills