Customer Success Manager – AI Healthcare

Role Overview

• You bring your hands-on practical experience and support medical practices when getting started with Mediform: onboarding (interview, setup and training), fine-tuning and ongoing support
• You are the primary point of contact: you capture requests, prioritize and resolve them independently — or coordinate specifically with Tech/Product and keep the practice informed at all times
• You review anonymized conversations between the AI and patients, identify patterns and provide concrete improvement suggestions to the practice and to the team
• You proactively manage practices: regular check-ins, best practices, mini-trainings and targeted recommendations to reduce daily workload and ensure success with our product
• You optimize internal processes: checklists, quick guides, FAQs and small automations — and ensure clear quality standards for conversation reviews
• You act as the bridge between practice and product: you listen to practices, present findings clearly, share them with the team — and support testing of new features for their suitability for everyday use

Requirements

• Hands-on mentality: you don’t wait for perfect processes but help shape them — whether timely onboarding, documenting knowledge or improving internal workflows
• Experience in healthcare, working with medical practices, or in the digital health sector
• Empathy and service orientation: you understand how practice teams think and work — while keeping process efficiency and data protection (GDPR) in mind
• Independent and structured working style: you prioritize and resolve issues on your own — and know when and how to involve Tech/Product
• Articulate communicator: whether with medical assistants (MFA), physicians or colleagues — you speak the appropriate language, build trust and ensure clear communication. This role requires native-level German (C2) and good English
• Digital affinity: confident with CRM and practice management systems, open to new tools and comfortable working with AI-powered solutions (phone / chat)

Benefits

• Hybrid work: split between remote work and our modern office in the heart of Karlsruhe
• Flat hierarchies and short decision-making paths: you have the freedom and space to implement your ideas quickly
• A motivated and ambitious team: join a committed environment that is shaping the digital future of medical practices together
• Professional development: we support your professional and personal growth in the fields of AI and Customer Success