Customer Success Manager – AI Healthcare

Role Overview

• You bring your hands-on experience and support practices when they start with Mediform: onboarding (interview, setup and training), fine‑tuning, and ongoing support
• You are the primary point of contact: you capture requests, prioritize and resolve them independently — or coordinate with engineering/product as needed — and keep the practice informed at all times
• You review anonymized conversations between the AI and patients, recognize patterns, and provide concrete improvement suggestions to the practice and the team
• You proactively manage practices: regular check‑ins, best practices, mini‑trainings, and targeted recommendations to reduce daily workload and achieve measurable success with our product
• You optimize internal workflows: checklists, quick guides, FAQs and small automations — and ensure clear quality standards for conversation reviews
• You act as the bridge between practice and product: you listen to practices, present findings clearly, share them with the team — and support testing new features for real‑world suitability

Requirements

• Hands‑on mentality: you don’t wait for perfect processes, you help shape them — whether ensuring timely onboarding, documenting knowledge, or improving internal workflows
• Experience in healthcare, working with medical practices, or in the digital health sector
• 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 on your own — and know when and how to involve engineering/product
• Strong communication skills: 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 using AI‑powered solutions (phone/chat)
• Particularly valuable: completed training or a degree in the healthcare field (e.g., MFA, practice management, health management)
• Experience in onboarding and/or customer success

Benefits

• Hybrid work: split between home office and our modern office in the heart of Karlsruhe
• Flat hierarchies and short decision paths: you have the freedom and space to implement your ideas quickly
• A motivated and ambitious team: join an engaged environment that shapes the digital future of medical practices together
• Development opportunities: we support your professional and personal growth in AI and Customer Success