Customer Success Manager – AI Healthcare

🕒 June 9

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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 practical experience and guide medical practices through their start with Mediform: onboarding (interview, setup, and training), fine-tuning, and ongoing support • You are the primary point of contact: you record issues, prioritize and resolve them independently — or coordinate with Engineering/Product as needed and keep the practice informed at all times • You review anonymized conversations between the AI and patients, detect 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 drive measurable success with our product • You optimize internal processes: checklists, quick guides, FAQs, and small automations — and ensure clear quality standards for conversation reviews • You are the bridge between practice and product: you listen to practices, present insights clearly, share them with the team — and support testing of new features for real-world suitability

🎯 Requirements

• Hands-on mentality: you don’t wait for perfect processes — you help shape them, whether for on-time 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 focus • Independent and structured working style: you prioritize and resolve issues independently — and know when and how to involve Engineering/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 German at native speaker level (C2) and good English (for product understanding and occasional internal communication) • Digital affinity: confident with CRM and practice management systems, open to new tools, and comfortable using AI-supported solutions (phone/chat) • Particularly attractive for us: completed training or a degree in a healthcare-related field (e.g., MFA, practice management, health management) • Experience in onboarding and/or customer success

🏖️ Benefits

• Hybrid work: you can split your time between home office 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 shapes the digital future of medical practices together • Professional development: we support your professional and personal growth in the areas of AI and Customer Success