Team Lead, Enterprise Customer Success – Hospital

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

📋 Description

• Lead and develop the Enterprise Hospital Success team.

• Take ownership of retention, adoption, and growth, encompassing renewals and cross-selling for key hospital clients.

• Implement a high-touch engagement strategy for university hospitals and hospital networks.

• Supervise 3–4 direct reports, which includes hiring, coaching, and managing performance.

• Oversee the enterprise customer segment, which includes 200–250 accounts, while defining clear roles, account plans, and KPIs.

• Facilitate the commercial management of current business, from identifying opportunities to closing deals in partnership with Sales.

• Develop scalable processes, playbooks, and workflows for the Enterprise Customer Success team.

• Conduct Quarterly Business Reviews (QBRs), manage executive stakeholders, and oversee escalation and renewal processes.

• Collaborate with Sales, Implementation/Launch, Support, Product, and Engineering teams.

• Integrate customer feedback into the platform roadmap and ensure smooth transitions.

• Convert new AI products into value propositions, adoption strategies, and opportunities for expansion.

⛳️ Requirements

• Over 5 years of experience in leadership and team management, preferably in building or transforming Customer Success or Account teams.

• Demonstrated expertise in Enterprise Customer Success Management, with a focus on renewals, upselling, and cross-selling in complex B2B environments.

• Knowledge of the hospital market, including hospital structures, decision-making processes, hospital information systems (HIS)/IT landscapes, and clinical workflows.

• Proficient in using AI tools and understanding the dynamics of AI-driven products.

• Strong expertise in processes and workflows, with the capability to establish scalable frameworks and measure outcomes.

• Agile, inquisitive, and proactive in learning and tackling new subjects.

• Confident in communicating with senior executives, CIOs, and medical directors.

• Proficient in German at C1/C2 level and English.

• Legally authorized to work in Germany/the EU.

🏝️ Benefits

• Flexible working arrangements: remote-friendly, with options for a Berlin office and workation.

• Access to a modern technology stack.

• Professional development budget available.

• Clear opportunities for career advancement.