Customer Success Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Germany.
As a Customer Success Manager, you will be the primary point of contact and trusted advisor for German-speaking B2B customers, currently with a strong focus on Switzerland. You will build long-term partnerships while ensuring customers achieve measurable value from the products and services. The role combines strategic customer engagement, product expertise, onboarding, and cross-functional collaboration. You will become a subject-matter expert in country-specific pharmaceutical reimbursement processes and translate that expertise into customer value. You will work closely with Operations, Product, Sales, Support, and Technology teams to resolve challenges and drive improvements. This is an international, fast-growing environment where autonomy, creative problem-solving, and a proactive, get-things-done mindset are highly valued.
Accountabilities
- Serve as the primary point of contact and trusted advisor for German-speaking customers, developing strong, long-term relationships.
- Own customer-facing value transparency for reimbursement services by highlighting realized benefits, identifying deviations early, and escalating issues to the relevant Operations teams.
- Develop deep expertise in Swiss pharmaceutical reimbursement processes and use this knowledge to deliver practical customer value and support customer-facing teams.
- Coordinate account-critical escalations and ensure timely resolution across Support, Operations, Product, and Technology teams.
- Proactively introduce new product features, identify additional customer needs, and lead upselling and expansion conversations that support customer satisfaction and account growth.
- Orchestrate the onboarding of new customers, own the customer success plan, and ensure a smooth implementation experience.
- Represent the Swiss customer perspective in product development and broader Customer Success initiatives, working with Product teams to identify and prioritize opportunities.
- Maintain a predominantly proactive approach to customer engagement, while supporting operational activities when required in a growing and evolving environment.
- Experience in healthcare and B2B customer-facing roles, with a strong understanding of customer needs and relationship management.
- A customer-oriented and entrepreneurial mindset, with a genuine drive to exceed expectations and solve complex problems.
- Strong organizational skills, with the ability to structure work effectively, manage competing priorities, and stay focused on outcomes.
- High degree of autonomy, ownership, and goal-oriented execution in a fast-paced environment.
- Strong interpersonal skills and the ability to collaborate effectively with different teams and stakeholders, including under pressure.
- Excellent written and verbal communication skills in German and English.
- A proactive, solution-oriented approach and the ability to identify underlying problems rather than simply addressing symptoms.
- Comfort working in a rapidly evolving technology environment where creativity, adaptability, and a hands-on mindset are essential.
- Contribute to a meaningful mission focused on helping patients gain faster access to the medical treatments they need.
- Have a direct impact on customer success and the growth of an innovative healthcare technology business.
- Access individualized learning and professional development opportunities.
- Enjoy flexible working arrangements within a remote-first European environment.
- Join an international team of highly motivated professionals.
- Work with a high level of independence and take on meaningful responsibility from an early stage.
- Develop your expertise at the intersection of healthcare, technology, customer success, and pharmaceutical reimbursement.
- Full-time position with a mid-level experience profile.
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