inne

Head of Customer Success – German speaking

inne

full-time

Posted on:

Location Type: Hybrid

Location: Berlin • Germany

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Job Level

Lead

About the role

  • 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

Requirements

  • 7–10+ years’ experience in Customer Success / CX, including people leadership
  • Proven experience leading and scaling an existing CS team
  • Hands-on experience implementing AI tools in Customer Success
  • Strong judgment around when to automate – and when not to
  • Experience owning retention metrics and CS strategy
  • Experience operating in regulated or trust-critical environments (health, medical, fintech, insurance, etc.)
  • Native-level proficiency in German and professional working proficiency in English (verbal and written)
Benefits
  • Competitive salary
  • M-membership at Urban Sports Club
  • Subsidy for BVG Firmentickets (public transport)
  • High-quality snacks and drinks in the office and monthly team lunches
  • Opportunity to participate in the Virtual Stock Options Program
  • Company pension plan
  • Hybrid office concept
  • Beautiful, central, and dog-friendly office location in Berlin
  • A chance to do meaningful work in a growing startup that has developed its own innovative product
  • A pleasant and friendly work environment with a diverse group of motivated, talented, and visionary colleagues
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI tools implementationcustomer success strategycustomer retention metricscustomer journey managementcustomer interaction analysisworkflow designsignal detectiondata analysisprocess improvement
Soft Skills
leadershipcoachingempathyaccountabilitycommunicationproblem-solvingteam trainingjudgmentadaptability