Enterprise Customer Success Manager handling strategic accounts for AgentSync's Compliance as a Service solution. Owning customer relationships and driving measurable outcomes with executive - level engagement.
About the role
- Customer Success Manager at Mediform GmbH assisting healthcare practices in using AI solutions. Engaging in onboarding and continuous support to enhance patient communication.
Responsibilities
- You bring your practical experience and support practices when getting started with Mediform: onboarding (interview, setup and training), fine‑tuning, and ongoing support
- You are the primary point of contact: you record requests, prioritize and resolve them independently—or coordinate closely with Tech/Product—and keep the practice informed at all times
- You review anonymized conversations between AI and patients, identify patterns, and provide concrete improvement suggestions to the practice and the team
- You proactively support practices: regular check‑ins, best practices, mini‑trainings, and targeted recommendations to reduce everyday workload and ensure success with our product
- You optimize internal processes: 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, synthesize insights clearly, share them with the team—and accompany tests of new features to assess suitability for everyday use
Requirements
- Hands‑on mentality: you don’t wait for perfect processes but help shape them—whether ensuring timely onboarding, documenting knowledge, or improving internal workflows
- Empathy and service orientation: you understand how practice teams think and work—and keep process efficiency and data protection (GDPR) in mind
- Independent and structured working style: you prioritize and resolve requests independently—and know when and how to involve Tech/Product
- Articulate communicator: whether with 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
- Digital affinity: confident with CRM and practice management systems, open to new tools, and proficient in handling AI‑supported solutions (phone/chat)
- Particularly relevant to us: completed training or studies in the healthcare field (e.g., MFA, practice management, health management)
- Experience in healthcare, working with medical practices, or in the digital health sector
Benefits
- Hybrid work: you can split your time between home office and our modern office in the heart of Karlsruhe
- Flat hierarchies and short decision‑making paths: with us you have the freedom and space to implement your ideas quickly
- A motivated and ambitious team: join a committed environment shaping the digital future of medical practices together
- Development opportunities: we support your professional and personal growth in AI and Customer Success
Job title
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