Client Success Manager responsible for ensuring client satisfaction and driving solution adoption for a strategic FIS client in wealth management. Leading executive communications and cross - functional collaboration.
About the role
- Head of Customer Success leading a team at an innovative female health company in Berlin. Responsible for developing AI-driven customer success workflows and ensuring retention through quality service.
Responsibilities
- Lead, coach, and develop the existing Customer Success team
- Build on current strengths while identifying skill gaps and growth paths
- Create clarity around roles, ownership, and decision-making
- Foster a culture of empathy, accountability, and continuous improvement
- Hire selectively as the function scales
- Design and implement AI-supported CS workflows (triage, routing, insights, agent support)
- Use AI to improve speed, consistency, and signal detection – without replacing human judgment
- Define clear guardrails for what is automated vs. handled by humans
- Ensure AI-assisted communication reflects inne’s tone, values, and medical-grade responsibility
- Continuously refine systems as customer volume and complexity grow
- Define and own customer interactions that must remain fully human
- Ensure sensitive topics (fertility, contraception anxiety, emotional escalation) are handled with care
- Train the team to recognize nuance and context beyond automation
- Maintain inne’s calm, respectful, and non-judgmental voice across all touchpoints
- Own retention and churn reduction across the subscription lifecycle
- Translate customer conversations into structured insights and recommendations
- Act as the voice of the customer in leadership and product discussions
- Partner closely with Product, Tech, Medical, Ops, and Marketing
- Ensure customer insight meaningfully influences product and experience decisions
- Own and evolve the end-to-end customer journey post-purchase
- Improve onboarding, education, in-app messaging, and lifecycle communication
- Ensure consistency across support, app, email, and community touchpoints
- Balance scalability with intimacy as the customer base grows
- Own customer service productivity metrics like time to answer, handle time, customer satisfaction with customer service interactions
- Ensure Customer Success processes align with IVDR and inne’s quality system
- Understand the boundaries between customer support, education, and medical advice
- Ensure customer-facing communication remains compliant and consistent
- Partner with QA/RA on post-market surveillance (PMS): inputs, trend identification from customer feedback, escalation of potential safety or performance signals
- Train the CS team to recognize and escalate: adverse events; misuse or misunderstanding with potential safety impact; recurring complaints relevant to product performance
Requirements
- 7–10+ years’ experience in Customer Success / CX, including people leadership
- Proven experience leading and scaling an existing CS team
- Hands-on experience implementing AI tools in Customer Success
- Strong judgment around when to automate – and when not to
- Experience owning retention metrics and CS strategy
- Experience operating in regulated or trust-critical environments (health, medical, fintech, insurance, etc.)
- Native-level proficiency in German and professional working proficiency in English (verbal and written)
Benefits
- Competitive salary
- M-membership at Urban Sports Club
- Subsidy for BVG Firmentickets (public transport)
- High-quality snacks and drinks in the office and monthly team lunches
- Opportunity to participate in the Virtual Stock Options Program
- Company pension plan
- Hybrid office concept
- Beautiful, central, and dog-friendly office location in Berlin
- A chance to do meaningful work in a growing startup that has developed its own innovative product
- A pleasant and friendly work environment with a diverse group of motivated, talented, and visionary colleagues
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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