Customer Success Manager - High Touch (m/f/d)

voize

🎤 WHY VOIZE? BECAUSE NURSES DESERVE THEIR TIME BACK. We're building the AI companion for Europe's 2M+ frontline care workers. Today, 2,000+ care facilities and 200,000+ nurses use voize every shift - and our AI gives them back up to 30% of their time: time to care, to connect, to be present with the people who need them most. We recently closed a €50M Series A led by Balderton Capital, with HV Capital and Y Combinator - but what matters more: we’re already live at scale in one of the hardest environments to build in. Why now? We've crossed product-market fit - and healthcare systems globally are under massive pressure: staff shortages, rising demand, and increasing complexity. The next 24 months are the move from breakout startup to category leader - scaling from 200,000 to 500,000+ users, from Germany to a multi-country footprint. 💡 YOUR MISSION: MAKE EVERY CUSTOMER A POWER USER As VP Customer Success, you don’t just run a CS org - you define how voize becomes part of everyday care delivery at scale. Your team is the bridge between product and real-world usage: * turning pilots into system-wide adoption * turning features into repeatable daily habits * turning “AI potential” into measurable time-saved on every shift You build and lead the Customer Success & Support org (CX) that ensures voize is not just bought, but used - deeply, daily, and across entire organizations. Because in our world, retention is not won in renewal calls. It is earned through consistent, everyday usage. Concretely, you own the systems that make adoption scale: * Adoption & time-to-value across enterprise (1,000–5,000 users) and SMB (<150 users) segments * Customer health: the measurement philosophy, the signals, the early-warning system * Onboarding & rollouts: from single-facility pilots to multi-site enterprise deployments * Gross retention: protecting the base through deep product usage, not commercial negotiation * Customer Support: the human + AI motion that keeps nurses unblocked 24/7 * Voice of the customer: the feedback loop into product, engineering, and GTM 🚀 WHAT YOU'LL OWN — THE FIRST 18 MONTHS * Build the leadership bench. Scale the org from today's team to 50+ FTE across CS, Implementation, and Support. Hire and develop existing leads into 3-6 directors/managers who can each run their own teams. You are a manager of managers - talent is your primary leverage * Design the segmentation model. Decide where high-touch CSMs drive value vs. where tech-touch, in-product, and AI-assisted motions scale the long tail. Leverage the fact that we're AI-native — your org should be among the most leveraged CX org in European SaaS * Instrument the customer journey. Define the customer health framework, the adoption KPIs, the time-to-proficiency benchmarks. Your team builds the dashboards - you set the bar * Own the cross-functional loop. Sit on the GTM leadership team. Present to the board quarterly. Translate customer friction into product and GTM decisions * Sponsor the self-serve motion. FAQs, in-product guidance, knowledge base, community - the content and tooling that lets a nurse in a 2,000-bed facility get unblocked without ever filing a ticket. 📈 WHAT SUCCESS LOOKS LIKE * Month 3: Org design locked. Health-score v1 live. First 2 directors are in place. You know every top-10 account by name * Month 6: Segmentation model rolled out. Onboarding playbook v2 shipped. Time-to-first-value cut by >30%. Support CSAT ≥ 90% * Month 12: Gross Retention ≥ 95%. Adoption metric (DAU/MAU of frontline users) meaningfully up. Team of 30 - 35 across CS, Implementation, Support. You're the trusted voice of the customer on the exec team * Month 18: The org is ready for the next S-curve: EU expansion, 300,000+ nurses, multi-country rollout. You've built a leadership system that runs without you day-to-day. 🤝 WHAT YOU BRING * 10+ years in Customer Success / Customer Operations in B2B SaaS, including 5+ years leading leaders. You've scaled a CX org through a meaningful inflection point (e.g. 20 → 50+ FTE, single-country → multi-geo, or SMB → enterprise) * Proven talent engine. You've hired and developed CX leaders who now lead teams of their own * Adoption-first mindset. You obsess over usage, time-to-value, and product engagement - not just logos or ARR. You know how to drive behavioral change at scale in large, distributed, non-desk user environments * Operator's toolkit. Hands-on fluency with modern CX tooling (Gainsight / Planhat / Vitally / Intercom / Zendesk-class), product analytics, and the data stack. You don't build the dashboards, but you can read them excellently * Strategic + hands-on. You can write a 3-year CX strategy in the morning and sit in a customer escalation in the afternoon * Healthcare empathy. Experience with frontline, clinical, or any regulated industry is desirable, where the end user is non-desk, time-starved, and mission-driven * Communication & EQ. You are empathetic and engage meaningfully with customers, team members, founders, and board * Berlin-based (or relocating). Fluent English + German. Hybrid. Berlin is where the team, the customers, and the category are being built - and that's deliberate 🌱 GROWING TOGETHER - WHAT YOU CAN EXPECT AT VOIZE * Caring, collaborative culture. We value clarity, low ego, and close collaboration across Product, Tech, GTM, and Operations * Meaningful upside. Competitive compensation, 32 days holiday, benefits and stock options. You’re a co-creator of the company’s success * Flexibility that works. Hybrid setup, flexible hours, and the autonomy to operate at your best ✨ READY TO TALK? APPLY NOW! 🚀 If you want to look back in 24 months and say this was the role that defined your career - where you helped 500,000 nurses reclaim their time and built a category-defining CX org, this is that role. We know great leaders come from diverse backgrounds. If this excites you, we’d love to hear from you.

Tide

ABOUT TIDE At Tide, we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions, from invoicing to accounting. Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France. Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love. Tide facts: * Tide is available for UK, Indian, German and French SMEs * Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly * Over $300 million raised in funding * Over 2,800 Tideans globally * Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026 * We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg ABOUT THE TEAM: You will be joining a dedicated and dynamic team focused on driving Tide’s market success in Germany. The Tide Germany team is in an exciting growth phase, bringing together professionals with deep expertise in financial services, technology, and local market dynamics. As part of this expanding team, you’ll have the unique opportunity to shape Tide’s presence in Germany, working collaboratively to deliver innovative solutions for small business owners. This is your chance to play a pivotal role in establishing the foundation for our long-term success in this key market. Partner Credit Services is Tide’s SME lending marketplace product vertical. Working with lending partners, Partner Credit Services connects business owners to the right funding. For founders moving their business to the next level. For entrepreneurs negotiating a tough market. For leaders looking to adapt their strategy.   ABOUT THE ROLE: As an experienced Partnerships Manager, you’ll be accountable for establishing relationships with new partners and manage our existing partners in the SME ecosystem. You will be collaborating with other teams across the business to ensure effective ongoing relationships. You will work with both our Lending Partners - focused on managing, strengthening and supporting our brilliant lender-panel as well as our Acquisition Partners - to deliver a consistent flow of high-quality business enquiries and ensure we exceed expectations on both sides of the relationship. Essentially managing a mix of key demand and supply side relationships. Some of the things you’ll be doing: * Identifying, negotiating, acquiring and successfully onboard a portfolio of strategic Partners who will deliver to choice to our customers * Growing and developing your partner portfolio in line with Tide’s lending platform growth in Germany * Collaborating with internal teams to design and execute these partnerships and campaigns, this includes driving internal process enhancements where necessary to facilitate partner enablement * Being the single point of contact for your Partner portfolio and will be accountable for the core metrics of revenue, partner satisfaction and engagement across each named Partner.  * Hosting and driving regular Partner business reviews to ensure joint metrics are being met and any issues resolved in a timely and professional manner. * Driving profile partner leads using a number of different channels (in/out-bound outreach, emails, events, marketing etc) and identify new target markets to grow the existing partner base * Establishing relationships with key partners and collaborate with other teams across the business to ensure that partner’s referrals are signed up to Tide as quickly and smoothly as possible * Being a point of contact for internal partner referral onboarding operations, liaising and coordinating between the KYC, Onboarding and Marketing Data teams to ensure partner referrals are assessed and processed within specified SLA’s and prioritised onboarding is maintained. WHAT WE ARE LOOKING FOR: Tide is seeking a Partnerships Manager with a minimum of 4 years experience in managing partnerships, to help it become the most trusted SME platform in Germany. The ideal candidate will have: * Industry knowledge: A broad awareness of the SME lending ecosystem. Experience in the Fintech industry is an added advantage  * German KMU expertise: A comprehensive understanding of small business customers’ financing needs * Partnerships Skills: Experience of managing partnerships within the SME lending finance industry * Self-starter: You are autonomous and take initiative to get the job done. * External stakeholder skills: You have strong stakeholder management skills coupled with an ability to leverage external capabilities to achieve joint success. You love to service the needs of partners  * Commercially minded: You are highly focused on KPIs, commercial opportunities and the delivery of incremental value * Communication skills: You have great communication skills in German and English and are able to explain complex information in a simple and easy to understand way  * Project Management skills: You are detail oriented and highly organised: you can manage many projects, relationships and initiatives all at once  Language: You are fluent in German and English WHAT YOU’LL GET IN RETURN: * The Deutschland-Ticket * Free M Urban Sports Club Membership * 3 days of paid leave for volunteering or L&D * We invest in your development with professional L&D budget  * Share options * Extended Parental Leave * Mental health support through Plumm * A one-off home office budget * Work and travel globally - up to 90 days per country outside of your home country * Team socials  * Sabbatical Leave  * 25 days of paid leave per year plus 5 optional days off (unpaid) * Option to take your your work device as your own (eligibility applies) TIDEAN WAYS OF WORKING At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.  While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community. TIDE IS A PLACE FOR EVERYONE At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.  We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.   At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.   Disclaimer   It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that: * Tide does not charge any fees at any stage of the recruitment process. * All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel. * Communication from Tide will only come from an official @tide.co email address. * Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf. If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.   Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy. Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

Forto

ABOUT US What if your work could drive change in a globally established industry, shaping processes that touch every corner of the world? At Forto, we are at the forefront of change, harnessing the power of AI to revolutionise logistics. We want to reinvent digital supply chains to be transparent, frictionless and sustainable. From day one, our mission has been to simplify global trade – creating a seamless and efficient logistics process. YOUR ROLE & MISSION This is a unique moment to do product in an industry defined by ambiguity and incomplete information at the moment of execution. Where rules engines of the past failed in logistics because they were too brittle, LLMs are unlocking the ability to support decisions and execution despite these constraints. You’ll own a key lever on our top company priority: profitability through operational efficiency, as your products increase the number of shipments each ops manager can comfortably handle. You’ll collaborate cross-functionally with operations, design and engineering to define and execute solutions that scale the delivery of excellent service quality to our customers. WHAT YOU WILL DO * You own the product domain of operational execution and ensure our operations teams can work effectively, from a customer booking request to the final invoice. * Raise the bar on documentation handling with FlashDoc, our agentic processing solution. * Work side-by-side with operations teams in Germany, China, Vietnam, Poland and Italy to define solutions that work for our customers and the business. * Take bets, then de-risk them by experimenting and delivering incrementally. * Design products that move us towards autonomous decision making and execution, while delivering value for our operations teams today. REQUIRED SKILLS AND EXPERIENCE * 4+ years working on tech-powered products with product management responsibilities, ideally in a high-complexity B2B product * Proven track record delivering successful products that delight users and drive key company metrics. You will follow domain experts down the rabbit hole, then take a step back to design and then deliver a system that builds the foundation for different regions and phases of shipment handling. * Strong leadership skills- None of the people you need to succeed report to you. Success requires building consensus and driving change through buy-in. * Comfortable taking decisions with imperfect information and focusing the team on short iteration cycles and outcomes. PREFERRED SKILLS AND EXPERIENCE * Experience with agentic workflows built to handle messy, real-world inputs like customer emails * Logistics experience is a plus Don’t fit all of our criteria? That’s okay! We know that you might be hesitant to apply if you don’t meet all our requirements, but here at Forto, we pride ourselves on embracing diverse perspectives and celebrating potential. If you are passionate about this position and the Forto values, please apply anyway. There could be a place for you in this role - or another one that’s a perfect fit!  WHY WORK WITH US? Our team is hard-working, constantly seeking to maximise the impact of their work, but we put our people first, always winning with care. We value efficient systems and swift, direct communication. We want everyone to have their time to speak, so that we can embrace diverse perspectives to help drive towards solutions always.