Customer Success Manager – AI Healthcare

🕒 May 31

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Mediform

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

Mediform is a German healthtech company that provides MediVoice AI, an AI-powered, deeply integrated virtual receptionist for medical practices that autonomously handles appointment scheduling, prescription requests, and routine patient inquiries directly within practice management software. The solution emphasizes strong data protection and regulatory compliance (DSGVO, BSI C5), seamless PVS integration, and configurable practice rules to reduce telephone workload and increase staff efficiency. Mediform also offers complementary products like MediChat for web-based booking and targets medical practices across Germany, Austria, and Switzerland.

📋 Description

• You contribute your hands-on practice experience and support medical practices when they start with Mediform: onboarding (interviews, setup and training), fine-tuning, and ongoing support • You are the primary point of contact: you record requests, prioritize and resolve them independently — or coordinate with Tech/Product as needed 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 the team • You proactively manage practices: regular check-ins, best practices, mini-trainings, and targeted recommendations to reduce daily workload and maximize 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 practices and product: you listen to practices, distill insights into clear formats, share them with the team — and support testing new features for real-world suitability

🎯 Requirements

• Hands-on mentality: you don't wait for perfect processes but help shape them — whether ensuring timely onboarding, documenting knowledge, or improving internal workflows • Experience in healthcare, working with medical practices, or in digital health • 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 way of working: you prioritize and resolve issues autonomously — and know when and how to involve Tech/Product • Articulate communicator: whether speaking with medical assistants, physicians or colleagues — you use the appropriate tone, build trust, and ensure clear communication. This role requires native-level German (C2) and good English (for product understanding and occasional internal communication) • Digital affinity: comfortable with CRM and practice management systems, open to new tools, and confident using AI-supported solutions (phone/chat) • Especially interesting for us: completed training or degree in the healthcare field (e.g., medical assistant, practice management, health management) • Experience in onboarding and/or customer success

🏖️ Benefits

• Hybrid working: currently remote from Berlin with monthly team days at the Karlsruhe office; prospectively 2–3 days per week together on-site in Berlin • Flat hierarchies and short decision-making paths: you'll have the freedom and space to implement your ideas quickly • A motivated and ambitious team: join an engaged environment shaping the digital future of medical practices together • Development opportunities: we support your professional and personal growth in AI and customer success