Client Success Director leading and developing Maven's SMB Client Success segment. Responsible for client experience, revenue retention, and ensuring growth and scalability.
About the role
- Working as a Praxismanager in a startup AI healthcare company revolutionizing patient communication, based in Karlsruhe.
Responsibilities
- You bring your practical experience to bear and support medical practices from the initial setup through everyday operations: onboarding with an introductory interview, system setup and brief training, as well as ongoing support.
- You are the primary point of contact: you record requests in a structured way, prioritize them and resolve issues yourself where possible; when needed, you coordinate quickly with Tech/Product and keep the practice transparently informed.
- You review anonymized conversations between the AI and patients, identify patterns and pitfalls, and derive concrete improvements.
- You proactively support practices through regular check-ins, share best practices, provide short training sessions, and recommend simple measures that noticeably reduce daily workload.
- You improve internal workflows with practice-ready aids: onboarding checklists, short guides/FAQs, and small automations in the customer system; you also ensure clear quality standards for conversation reviews.
- You collect feedback from practices, prepare it clearly, share it with the team, support practice testing of new features, and verify whether they work well in everyday practice.
Requirements
- Completed vocational training or degree in the healthcare field (e.g., medical assistant/MFA, practice management, health management)
- Experience in practice management/patient communication
- Analytical: ability to review anonymized conversations, detect patterns and derive improvements
- Independent and structured: able to prioritize and resolve requests; manage interfaces with Tech/Product
- Strong didactic skills: deliver short trainings, share best practices, create brief guides; very good German (spoken and written) and good English
- Digitally savvy: comfortable with practice management systems, open to new tools; clear documentation skills (checklists, short guides/FAQs) and ability to implement small standardizations/automations
- Confident handling of AI-supported phone/chat solutions, including structured testing of new features
- Service- and process-oriented; eye for efficiency and automation, with a high sensitivity to data protection/GDPR requirements
Benefits
- Hybrid work: split between home office and our modern office in the heart of Karlsruhe
- Flat hierarchies and short decision-making paths: you have the freedom to implement your ideas quickly
- A highly motivated team: join an engaged environment that shapes the digital future of medical practices together
- Professional development: we support your professional and personal growth in AI and Customer Success
- Startup spirit: an open and innovative culture where you actively participate in decision-making and can make a real impact
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