Customer Success Team Lead

Why voize? Because we're more than just a job

At voize, we are revolutionizing the care industry with AI: Care workers simply speak their documentation into their smartphone, and our AI automatically generates the correct entries. This saves each care professional an average of 39 minutes per day, improves documentation quality, and makes their workday significantly more efficient and enjoyable.

voize is Y Combinator-funded, already used in over 1000 senior care facilities, and has grown 100% in the last 90 days. Our customers save over 3.5 million hours annually—time that is spent on people instead of paperwork.

But this is just the beginning. With our proprietary voize AI, we are not only transforming the healthcare industry, but also have the potential to create value across multiple industries—from healthcare to inspections.

As a dynamic team, we combine cutting-edge technology with social impact.

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 – No two days are alike

• 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 – What you bring to the table

• 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 – How we work at voize

• 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 can't wait to meet you – no matter who you are or what background you have

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