Head of Customer Success (mfx German speaking)

inne already has a dedicated Customer Success team in place. As the company scales we need a leader who candevelop and elevate the existing team introduceAI-enabled systems and ensure Customer Success grows in a way that remains deeply human compliant and trustworthy. This role exists tolead scale and future-proofCustomer Success balancing automation and efficiency with human care in the moments that matter most.

You are accountable for:

• customer experience quality

• retention and churn reduction

• customer insight as a strategic input to product and leadership

Your goal is to build a Customer Success function that isintelligent empathetic compliant and scalable.

What youll be responsible for:

1. Team Leadership & Development

• 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

2. Scaling with AI & Smart Systems

• 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 innes tone values and medical-grade responsibility

• Continuously refine systems as customer volume and complexity grow

3. Human-Critical Customer Moments

• 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 innes calm respectful and non-judgmental voice across all touchpoints

4. Retention Insights & Cross-Functional Impact

• 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

5. Customer Experience Architecture

• 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

6. Regulatory-Aware Customer Success

• Ensure Customer Success processes align with IVDR and innes 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

Customer Success is not responsible for regulatory decisions but is a critical signal source.

What success looks like:

• The existing CS team feels supported challenged and proud

• AI meaningfully increases leverage without eroding trust

• Retention improves through clarity education and timing

• Product and leadership decisions reflect real customer insight

• Regulatory requirements are met quietly and consistently

• Customers feelheld not handled

You bring:

• 7-10 yearsexperience in Customer Success / CX including people leadership

• Proven experienceleading and scaling an existing CS team

• Hands-on experience implementingAI tools in Customer Success

• Strong judgment around when to automate and when not to

• Experience owning retention metrics and CS strategy

• Experience operating inregulated or trust-critical environments(health medical fintech insurance etc.)

• Native-level proficiency in German and professional working proficiency in English (verbal and written)

You are:

• A people leader first systems thinker second

• Calm grounded and trusted in sensitive situations

• Comfortable improving processes without breaking team morale

• Clear warm and precise in communication

• Confident working cross-functionally and at leadership level

Nice to have:

• Experience in femtech health or medical devices

• Familiarity with IVDR or post-market surveillance concepts

• Experience collaborating with QA/RA teams

• Experience working closely with founders

• A mission that genuinely matters
• A product people trust with their bodies
• A team that values nuance care and responsibility
• The opportunity to lead a critical function in a regulated high-trust space
• Room to shape how Customer Success scales in femtech

• 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