inne

Customer Success Manager

• Lead, coach, and develop the existing Customer Success team
• Build on current strengths while identifying skill gaps and growth paths
• Create clarity around roles, ownership, and decision-making
• Foster a culture of empathy, accountability, and continuous improvement
• Hire selectively as the function scales
• Design and implement AI-supported CS workflows (triage, routing, insights, agent support)
• Use AI to improve speed, consistency, and signal detection – without replacing human judgment
• Define clear guardrails for what is automated vs. handled by humans
• Ensure AI-assisted communication reflects inne’s tone, values, and medical-grade responsibility
• Continuously refine systems as customer volume and complexity grow
• Define and own customer interactions that must remain fully human
• Ensure sensitive topics (fertility, contraception anxiety, emotional escalation) are handled with care
• Train the team to recognize nuance and context beyond automation
• Maintain inne’s calm, respectful, and non-judgmental voice across all touchpoints
• Own retention and churn reduction across the subscription lifecycle
• Translate customer conversations into structured insights and recommendations
• Act as the voice of the customer in leadership and product discussions
• Partner closely with Product, Tech, Medical, Ops, and Marketing
• Ensure customer insight meaningfully influences product and experience decisions
• Own and evolve the end-to-end customer journey post-purchase
• Improve onboarding, education, in-app messaging, and lifecycle communication
• Ensure consistency across support, app, email, and community touchpoints
• Balance scalability with intimacy as the customer base grows
• Own customer service productivity metrics like time to answer, handle time, customer satisfaction with customer service interactions
• Ensure Customer Success processes align with IVDR and inne’s quality system
• Understand the boundaries between customer support, education, and medical advice
• Ensure customer-facing communication remains compliant and consistent
• Partner with QA/RA on post-market surveillance (PMS): inputs, trend identification from customer feedback, escalation of potential safety or performance signals
• Train the CS team to recognize and escalate: adverse events; misuse or misunderstanding with potential safety impact; recurring complaints relevant to product performance

Head of Customer Success – German speaking