Customer Success Team Lead (mfd)

Why voize

At voize we believe the greatest gift to frontline workers is time - time to care connect and be present. Today that time is lost to admin work that pulls nurses away from what matters most: people .

We’re changing that by building the AI companion that frees nurses from admin giving them back up to 30% of time . We don’t replace humans - we support and amplify their impact. Today 1100 care facilities trust voize and over 75000 nurses rely on our AI companion to ease their daily workload.

Our mission is backed with a $50M Series A funding led by Balderton Capital with support from HV Capital Y Combinator and other leading VCs.

As a fast-growing team we combine first-in-class technology with meaningful social impact. And now we’re looking for you to join us on this mission!

Your Mission: Maximize adoption & drive success!

We are seeking a Customer Success Team Lead to lead our Customer Success function. This role is responsible for retention expansion readiness and delivering customer value across all verticals. The Team Lead is responsible for people management process design and capacity planning for the CS team ensuring ICs are deployed effectively into accounts and vertical playbooks are consistently applied.

Your Daily Business

• Lead and manage the Customer Success team (ICs aligned by vertical)

• Own NRR and gross retention targets within the function

• Build and iterate customer lifecycle processes (renewals QBRs health reviews)

• Partner with Vertical Experts to embed vertical-specific playbooks into execution

• Maintain performance management : goals 1:1s reviews and career paths

• Forecast CS capacity and hiring needs based on pipeline and customer base

• Ensure escalation management and risk recovery processes are defined and followed

• Maintain customer exposure (10-20% direct portfolio) to stay close to the field

Your Skillset

• 5 years in Customer Success or Account Management in SaaS with experience/ ability in people leadership

• Strong analytical mindset ; comfortable building and iterating on playbooks

• Proven track record in driving retention and expansion motions

• Experienced in working with cross-functional leadership (Product Sales Support)

• Natural coach: develops ICs and mentors Vertical Leads

• Hyper Scale Experience with a self-starter mindset

• Fluent in German (C2) to effectively support our German customer base and a good command of English

Our Success Mindset

• You are an active listener and strong communicator capable of engaging stakeholders at all levels

• You see challenges as opportunities bringing a proactive and solution-oriented mindset

• You thrive in a fast-paced iterative environment constantly seeking ways to improve customer experiences

• You take ownership of your work holding yourself accountable for customer outcomes and success

• You are a coach not a manager. You are ready to work hands-on in the role as needed

Growing together what you can expect at voize

• We are a fast-growing startup that means you will tackle challenges grow quickly and make a real impact giving healthcare professionals more time for real patient care

• We foster an open collaborative culture with regular team events whether you work from our Berlin office or remotely from Germany

• Become a co-creator of our success with stock options

• Generous perks: 30 vacation days plus your birthday off Germany Transport Ticket Urban Sports Club regular company off-sites and access to learning platforms such as Blinkist and Audible

• You decide when you work best that means flexible working hours and a good hybrid set-up

Ready to talk Apply now!

We look forward to your application and cant wait to meet you no matter who you are or what background you have!

Key Skills

• Law Enforcement

• ABB

• Marine Biology

• Filing

• Automobile

• AV

Employment Type : Full-Time

Experience: years

Vacancy: 1