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Customer Success & Implementation

Customer Success Manager (DACH)

Location

Berlin, Germany

Commitment

Full-time

About Infermedica

We’re a unique group of people, passionate about redesigning healthcare for millions of people on the planet. We’re on a mission to make healthcare accessible, affordable, and convenient by automating primary care, from symptom to outcome. We’re building a B2B Medical Guidance Platform that consists of a series of connected user-facing modules built on a common intelligent core, which supports patients and clinicians to make healthcare decisions with confidence.

We’ve experienced rapid growth over the past 3 years and have recently closed our Series B funding to support us in the next phase of our journey. Our team is constantly growing and we are always on the lookout for top-notch specialists with technological, data science, marketing, sales, customer success, medical, business, or product expertise.

Everything you need to know before joining Infermedica is nicely gathered in our Hello Book: Infermedica for candidates. Take a moment to flip through it and we look forward to hearing from you!

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Job description

This role requires consulting skills, an entrepreneurship mindset, and a customer-centric approach. We are looking for dedicated Customer Success Managers who are eager to contribute on an ongoing basis for the improvement of our internal processes for partnership management and fostering further product adoption among the clients.

Requirements

  • Proven track record in managing a portfolio of clients.
  • Native (preferred) or native-level German language skills.
  • Fluency in English (both spoken and written).
  • High entrepreneurship and problem-solving skills.
  • Ability to work effectively with both technical and business-focused clients.
  • Availability to work full-time in the European time zone.
  • Some additional skills that would help

  • Previous experience in Customer Success role.
  • Firm grasp of machine-learning concepts and AI solutions.
  • Experience in the IT, AI, or healthcare industry.
  • Being familiar with SaaS and/or product development-related processes.
  • Knowledge of HubSpot, Totango, or other CRM tools.
  • Responsibilities

  • Managing relationships with key stakeholders at both operational and strategic levels.
  • Ensuring renewals and identifying upsell opportunities.
  • Minimizing customer churn.
  • Onboarding customers according to established good practices and improving them.
  • Managing tickets within Support Portal.
  • Working together with sales, marketing, and product teams as the voice of the customer.
  • Coordinating strategic CS-led projects and initiatives.
  • Your key metrics will be customer satisfaction, renewal/expansion rate, adoption/engagement metrics.
  • Why is working at Infermedica awesome?

  • We are a remote-first company: work from anywhere in the European or Eastern Standard time zones. Despite this, we like to see each other person, so be ready for in-person meeting invitations 4-5 times a year.
  • We're building an open and supportive startup culture where we encourage doing your best and building your skills. To help you achieve your goals, we have a development budget and an additional 3 days of leave at your disposal.
  • Once you become part of InferTeam, you will also be granted access to our Employee Stock Ownership Plan.
  • We offer a competitive salary that is both location- and benchmark-based.
  • Start work at a convenient time aligned with your work-life balance needs.
  • We provide you with the essential IT equipment as well as a one-time bonus to assist you in setting up your home office.
  • When you invite talented, enthusiastic people to join Infermedica, you help us diversify our company culture and values. We want to show our appreciation for helping our team grow through a referral bonus program.
  • Next Steps

    Looking for a job can be stressful, but we are here to help! If you have any questions regarding this job offer, requirements, perks, or the recruitment process, please contact Paulina Pudlis.

    We look forward to hearing from you

    Apply now