Senior Customer Success Manager (m/w/d)

We are building myScribe, a KI-gestützte Dokumentationslösung that should free up doctors to focus on what they studied medicine for: patient care. To do this, we will integrate our solution deep into the hospital IT infrastructure using a FHIR-based communication server.

Sounds like a mission? It is. But we're not a pitch deck; we're a product team that brings real code to real clinics every day.

Where we are

myScribe is where doctors really work: in the clinic, with paying customers in the DACH region. This means short distances between what our customers reflect back to us and what we change at the product.

Now the market is shifting: The Cloud will become a topic, SaaS will come into focus, and with our growth, what our customers expect from us will also change - from introduction to long-term support.

This is where you come in. Customer Success is not just a supporting role at myScribe; it's one of the pillars that will carry us for the next few years. Be part of it.

Aufgaben

What you'll do here

You'll work directly with the leadership team and take over the customer support for our clinic partners on your own responsibility, from the first rollout to long-term customer binding. You think in context, not in tasks. You understand, decide, and actively participate.

• Onboarding & Implementation: you'll accompany the introduction of our software in clinics from the initial setup to active use in the clinic's daily routine
• Pilot- & Rollout-Management: you'll steer and optimize pilot projects as well as large-scale implementations in the heterogeneous clinic landscape
• Kundenbindung & -wachstum: you'll develop and implement strategies to increase renewal rates and drive targeted upselling and cross-selling in close coordination with sales
• Customer Journey: you'll design a seamless, value-adding customer experience with clear, measurable KPIs (Key Performance Indicators)
• Voice of Customer: you'll be the voice of the customer in the team, systematically capturing customer feedback and bringing it into product development and strategic decisions
• Referenzkunden-Aufbau: you'll identify and develop strategic reference projects to accelerate our market growth
• Ad-hoc-Projekte: you'll deal with strategic questions directly from the leadership team around customer success, sometimes small, sometimes complex

How we work

We work in short sprints with a customer focus. We give you a playground: if you have an idea on how to lead our customers to success, bring it up. We want drive, not people waiting for tasks.

Qualifikation

What we're looking for

• 3-5 years of experience in customer success, implementation, or account management for software solutions - ideally in the healthcare sector
• Demonstrated successes in introducing complex software solutions to demanding customer environments (e.g. hospital IT, medical systems)
• Excellent communication skills and experience working with various stakeholders; from doctors to IT leaders to clinic administration
• Analytical thinking: you can structure complexity, read KPIs, and make data-based decisions
• Independent, structured work style: you don't need someone to lead you
• Very good German language skills and English language skills
• Safe handling of digital tools (e.g. CRM, support systems, Excel)

What you don't need

A deep healthcare background from the start. You'll learn that at myScribe. What's more important is that you're eager to think deeply about a complex domain and really leave your mark there.

Benefits

What we offer

• A product with meaning: we make the clinic's daily routine measurable better
• Real responsibility from day one: direct collaboration with founders & leadership
• Playground instead of micro-management: your ideas count if they're goal-oriented
• Hybrid work (Mannheim), flexible working hours, and remote option
• Virtuelle Unternehmensbeteiligung (VSOP): you benefit directly from the growth that you help shape
• A glimpse into all areas of a growing HealthTech startup with attractive remuneration

Sounds like you?

If so, then write us briefly what excites you about myScribe and what you're proud to have worked on recently: CV and cover letter.

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