Lead, coach, and develop the existing Customer Success team, building on current strengths while defining clear growth paths and ownership
Architect AI-supported workflows (triage, routing, and agent support) to improve speed and signal detection without replacing human judgment
Define "human-critical" guardrails for sensitive user moments (fertility, contraception, emotional escalation) to ensure they are handled with nuance and care
Own the end-to-end customer journey post-purchase, optimizing onboarding, education, and lifecycle communication across all touchpoints
Support retention and churn reduction by translating customer conversations into structured strategic inputs for Product and Leadership
Ensure regulatory alignment with IVDR and inne’s Quality Management System, maintaining the boundary between education and medical advice as well as identifying safety trends and escalating potential performance signals
Foster a culture of empathy and accountability, ensuring inne’s calm, non-judgmental voice remains consistent as the base grows
Manage productivity metrics (CSAT, response times, handle time) while maintaining "medical-grade" responsibility and intimacy

5-7+ years of experience in CS/CX, with a proven track record of leading and scaling teams in trust-critical environments (Health, MedTech, Fintech)
Hands-on AI implementation experience; you know how to use LLMs and smart systems to create leverage without eroding user trust
Native-level German and professional English proficiency; you understand the linguistic nuance required for sensitive health topics
A "People Leader first, Systems Thinker second" mindset; you can improve processes without breaking team morale
Strategic grit: You are comfortable working at the leadership level and acting as a high-integrity voice for the customer
Nice to have: Experience with IVDR, ISO standards, or collaborating closely with Quality and Regulatory teams
Nice to have: Experience in FemTech or women’s hormonal health
Nice to have: Experience working closely with founders in a fast-paced startup environment

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

Head of Customer Success – German speaking

Key skills