About the role
We're looking for a Senior Customer Relationship & Success Manager to join our growing team at the intersection of Solution Engineering and Customer Success. Our mission is simple: to deliver the best customer experience our customers have ever had, and this role sits at the heart of that.
In the first 6 months, you'll operate as a Senior IC, owning key customer relationships and refining our onboarding and success practices. Over time, you'll take on a team lead responsibility within our Customer Solutions team, while remaining hands-on as an IC, because we believe the best leaders stay close to the work they're optimising.
This is a great fit if you thrive in a hybrid IC/lead role, genuinely care about MedTech, and want to help shape how we build our customer org at an exciting stage of growth.
Your Contributions to Our Journey
Own a portfolio of strategic accounts in the European region - driving adoption, retention, and expansionLead annual business reviews and success planning with stakeholders from end users to C-levelIdentify upsell and cross-sell opportunities, partnering with the AE team to drive them forward, with ownership over customer satisfaction, usage, and retention metricsRefine and drive efficiency of our onboarding processes while maintaining an excellent customer experience, and systematically drive user adoption through automationPrioritise with key customers to ensure satisfaction and surface actionable insights for product developmentGrow into a lead role of the Customer Solution team: driving best practices, coaching the team, managing escalations, and identifying product development needs, while continuing to operate as a strong ICWhat You Need to Be Successful
Must-Have
5+ years in Customer Success, Account Management or Sales in a B2B SaaS environmentProven track record of managing accounts and driving net revenue retention growth through renewals, upsells, and cross-sellsStrong consultative skills. You listen well, understand what customers actually need, and connect that to outcomesExperience in an account management or hybrid Customer Success / Solution Engineering role with real commercial responsibilitySomeone who genuinely enjoys being a hands-on IC and energised by staying close to the customer process you're helping to shape and improStrong communication skills in English and ideally fluency in German.Strong Plus
Experience in MedTech, digital health, or regulated healthcareBackground in a Series A-C SaaS company; you know what scaling fast actually feels likeYou've led a team beforeExperience with enterprise customers across the DACH region🇪🇺 At this stage of our company, we can only accept applications from people who are based in Europe with either European citizenship, an active working visa or being self-employed and joining us as a full-time contractor.
We strive to remove barriers, eliminate discrimination, and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, color, national origin, race, religion, gender, sex, sexual orientation, gender identity and/or expression, marital status or any other legally protected characteristic.
Are you interested in this position and in joining our team? Apply Now
