Head of Customer Success

Dental21

Head of Customer Success managing a Customer-Success-Team for onboarding in a software suite. Focus on technical setup, training, and support of healthcare clinics.

Posted 7/15/2026full-timeBerlin • 🇩🇪 GermanyLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams, optimizing onboarding processes, and creating effective training materials. Proficient in managing customer support operations within a technology-driven environment, with strong analytical skills and bilingual communication in German and English.

Highest-signal resume keywords

Customer Success LeadershipOnboarding Process OptimizationTraining Material DevelopmentAnalytical Problem SolvingFluent in German and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportTeam LeadershipAnalytical ThinkingWorkflow DesignTraining Delivery

Soft Skills

Solution-Oriented Work StyleProactive Communication

Tools & Technologies

JiraJira Service Desk

Industry Keywords

Medical EnvironmentDental Practice WorkflowsCustomer TrainingUser Feedback Synthesis

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Lead and develop the Customer Success team responsible for onboarding new clinics to our software suite — including technical setup, customer training (on-site and remote), and ongoing customer support
Ensure internal and external users understand and make optimal use of our digital applications
Serve as the product expert for our software and ensure high product knowledge across the Customer Success team
Establish, maintain, and continuously optimize processes that make daily work efficient and scalable
Coordinate all onboarding activities to ensure smooth, timely, and high-quality clinic go-lives
Ensure structured documentation of software issues and customer requests, and maintain transparent, proactive, and timely communication with users
Responsible for creating and continuously improving training materials (e.g., webinars, tutorials, documentation)
Systematically collect, structure, and synthesize user feedback and work closely with the product team to derive concrete improvement measures
Directly report to the Chief Product Officer (CPO)

Requirements

What you’ll need

Minimum 5 years of experience in Customer Support or Customer Success, preferably in a medical and/or technology-driven environment
At least 3 years of experience leading a team (minimum 4 people), ideally in Customer Support or Customer Success
Strong analytical thinking with the ability to break down complex problems into manageable tasks and design efficient workflows
Hands-on experience with ticketing or service desk systems, preferably Jira or Jira Service Desk
Fluent communication skills in German (C2) and English (C1) and a highly solution- and service-oriented work style
Nice to have: experience creating training materials and delivering customer trainings
Experience working in a dental practice (e.g., as a dental assistant or practice manager) and familiarity with typical dental practice workflows

Benefits

Comp & perks

A nationwide team of experienced colleagues
Personalized career paths for your personal and professional development
Short decision-making paths and flat hierarchies
Regular working hours with a focus on results rather than presence
High autonomy in achieving defined goals
Centrally located office on Berlin's Kurfürstendamm (Kudamm)