Enterprise Customer Success - Team Lead (m/f/d)

🎤 Why voize? Because we’re more than just a job!

At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to admin work that pulls nurses away from what matters most: people.

We’re changing that by building the AI companion that frees nurses from admin, giving them back up to 30% of time. We don’t replace humans - we support and amplify their impact. Today, 1,100+ care facilities trust voize, and over 75,000 nurses rely on our AI companion to ease their daily workload.

Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs.

As a fast-growing team, we combine first-in-class technology with meaningful social impact. And now, we’re looking for you to join us on this mission!

💡 Your Mission: Maximize adoption & drive success!

We are seeking an Enterprise Customer Success Team Lead to own and grow our most strategic customer relationships — Germany's largest hospital groups, multi-site care networks, and top-tier healthcare operators. These aren't just accounts; they're complex, high-value partnerships that shape how voize scales across the market.

You will lead a team of Enterprise CSMs, owning net revenue retention, expansion readiness, and deep value delivery across strategic accounts. Beyond people leadership, you'll design the processes, playbooks, and operating rhythms that turn our biggest customers into long-term champions.

🚀 Your Daily Business – No two days are alike

• Lead and develop the Enterprise CS team, aligned to strategic account clusters

• Own NRR and gross retention for our largest, most complex accounts — hospital chains, care groups, and multi-facility operators across Germany

• Navigate multi-stakeholder environments: from nursing directors and IT leads to C-suite and procurement

• Build and iterate customer lifecycle processes tailored to enterprise healthcare cycles (renewals, executive QBRs, health reviews, escalation paths)

• Partner with Vertical Experts to embed healthcare-specific playbooks into your team's execution

• Drive expansion readiness by identifying upsell and cross-sell signals within group structures

• Maintain 10–20% direct portfolio exposure to stay close to your most critical accounts

• Forecast CS capacity and hiring needs in line with enterprise pipeline growth

🤝 Your Skillset – What you bring to the table

• 5+ years in Customer Success or Strategic Account Management in SaaS, with demonstrated people leadership experience

• Proven track record managing complex, multi-stakeholder enterprise accounts — ideally in healthcare, care infrastructure, or regulated industries

• Strong commercial acumen: you understand how large organisations buy, renew, and expand

• Experience navigating group structures — where decisions, budgets, and influence are distributed across sites, regions, and leadership layers

• Natural coach: you develop ICs and create the conditions for your team to do their best work

• Analytical and process-oriented — you build playbooks and iterate fast

• Fluent in German (C2) and proficient in 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