Customer Success Manager - AI Healthcare Startup

About Mediform and Role Overview

Join Mediform, an ambitious startup transforming patient communication by enabling autonomous handling of patient inquiries through phone and chat on practice websites. Our AI-driven technology autonomously manages tasks such as appointment scheduling, freeing up practice staff to provide personalized patient care. As a company embedded in AI innovation and growth, Mediform invites you to be part of revolutionizing healthcare systems.

Key Responsibilities

• Utilize your hands-on practical knowledge to support medical practices during their onboarding with Mediform, which includes conducting interviews, setup, training, fine-tuning, and ongoing support.
• Act as the primary contact by recording and prioritizing practice requests, independently resolving issues or collaborating strategically with technical and product teams, keeping practices updated at all times.
• Review anonymized conversations between AI and patients to identify patterns and deliver actionable improvement recommendations to both practices and internal teams.
• Proactively manage client relationships through regular check-ins, sharing best practices, conducting mini-trainings, and providing tailored suggestions to ease daily workloads and maximize product impact.
• Enhance internal workflows by developing checklists, brief guides, FAQs, small automations, and ensuring clear quality standards for conversation assessments.
• Serve as the liaison between practices and product teams, conveying insights clearly, incorporating feedback into new feature testing, and ensuring real-world applicability.

Required Qualifications and Skills

• A proactive, hands-on approach to shaping and optimizing processes, including timely onboarding, thorough knowledge documentation, and internal improvements.
• Relevant experience in healthcare, particularly working with medical practices or in the digital health sector.
• Strong empathy and service orientation, understanding the workflows and mindset of practice teams, alongside a rigorous focus on efficiency and data protection compliance (GDPR).
• Ability to work independently with structured organization, prioritizing and resolving concerns while knowing when to escalate to technical or product teams.
• Excellent communication skills, capable of engaging with medical assistants, doctors, and colleagues, building trust through clear messaging; native-level German proficiency (C2) and good English skills for product comprehension and internal dialogue.
• Digital literacy, confident with CRM and practice management software, open to adopting new tools, and adept with AI-assisted solutions (phone/chat interfaces).

Additional Preferred Qualifications

• Completed training or academic degree in healthcare fields such as medical assistant, practice management, or health management.
• Experience in onboarding or customer success roles is a strong advantage.

Benefits and Work Environment

• Hybrid working model allowing a blend of remote work from home and on-site activities at our modern Karlsruhe office.
• Flat organizational structure with rapid decision-making processes providing the freedom and space to implement your ideas swiftly.
• Join a motivated, dedicated team shaping the digital future of medical practices collaboratively.
• Opportunities for professional growth and personal development specifically in AI and customer success domains.