Customer Onboarding & Success Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Assume responsibility for new clients immediately following the contract signing.

• Facilitate kickoff meetings to clarify prerequisites, timelines, and roles.

• Collaborate with the Data team to manage the technical integration of practice management systems.

• Assist in the installation of the ETL software while coordinating with the practice’s IT team or their IT service provider.

• Provide proactive support to customers during the onboarding process, serving as their primary point of contact.

• Oversee ongoing onboarding activities, monitor commitments and deadlines, and ensure a swift go-live process.

• Guide clients through data validation up to the completion of the dashboard.

• Aid customers in effectively utilizing the dashboard.

• Enhance customer onboarding through standardization, automation, and the application of AI.

• Assist in the design and development of a Customer Success support model for the post-go-live phase.

⛳️ Requirements

• Proven experience in managing customer relationships, such as in onboarding, implementation, Customer Success, account management, or project management involving direct customer interaction.

• Ownership mentality: take charge of customers and projects, driving topics to completion independently.

• Solid understanding of interfaces, databases, and IT infrastructure.

• Eagerness to learn and become acquainted with new technical subjects.

• Ability to work independently and in a structured manner.

• Capability to manage multiple customer projects simultaneously and prioritize effectively.

• Excellent communication skills and a passion for engaging directly with customers.

• Nice to have: experience in the outpatient healthcare sector, particularly with practice management systems.

• Nice to have: experience within a SaaS or software environment.

• Nice to have: experience in developing processes and documentation.

🏝️ Benefits

• Integral role in developing our customer onboarding function.

• Direct collaboration with the founding team.

• Early responsibility and considerable opportunity to influence the role.

• Rapid learning curve at the intersection of product, data, and customer interaction.

• Remote-first work culture across Germany, with an optional office in Bochum.

• Short decision-making processes and practical working methods.

• Supportive and ambitious team environment.

• Access to EGYM Wellpass, Urban Sports Club, and Corporate Benefits.

• Company pension plan with a 20% employer contribution.