Customer Success Manager - MedTech (m/f/d)

About the Job

We’re looking for an experienced Customer Success Manager (m/f/d) to join an innovative startup that’s harnessing cutting-edge AI technology to transform regulatory workflows in order to foster speed and innovation in the Life Sciences industry. 

In your day-to-day work, you’ll leverage your knowledge in Pharmaceuticals, Medical Devices, or Regulatory Compliance to build repeatable and scalable customer success strategies and models with the aim to ensure seamless onboardings, active engagement and smooth adoption. As the first Customer Success hire and voice of the customer, your work will not only be essential for fostering a great customer experience, but will also be crucial for developing the right metrics and best practices in the company and integrating customer feedback into the product roadmap. 

This role is ideal for someone who is eager to bring their experience in Customer Success and the Life Sciences industry to a fast-paced startup environment. 

In this role, you’ll:

• Act as the customer’s primary point of contact for onboarding, support, and ongoing engagement, you'll work to build and nurture deep, long-term relationships with our portfolio company’s customers
• Drive customer projects to optimise adoption and engagement including PoV, Pilots, Go-Live, and Renewal
• Work closely with customers to understand their business needs, gather feedback, and share these insights with the product and engineering teams to help improve the platform
• Develop and implement scalable customer success processes, including performance metrics, customer health monitoring, and proactive engagement strategies
• Support Product improvement through collaboration and ensuring that customer feedback is integrated into product development

Typical tasks

• Ensure smooth onboarding for customers, helping them get the most value out of our portfolio company’s platform
• Provide tailored advice and solutions to customers, helping them navigate complex regulatory landscapes and optimise their workflows
• Assist customers in resolving any issues or roadblocks they encounter while using the platform
• Prioritise features and improvements based on customer needs and market trends

Your Profile

• Experience in the field of Life Sciences (Pharmaceuticals, Medical Devices, or Regulatory Compliance) - you bring deep knowledge of regulatory frameworks and industry-specific processes 
• Several years of experience in customer success or related roles, with a track record of building strong customer relationships and driving engagement in complex B2B environments
• Customer-Centric Mindset: You have strong empathy and listening skills, with the ability to build deep relationships and understand customer pain points
• You have a proactive approach to problem-solving, identifying issues before they become challenges, and working tirelessly to find solutions that benefit the customer
• Strong communication skills: You can clearly explain complex concepts to customers and internal stakeholders alike, tailoring your message to different audiences
• Experience in designing and implementing customer success processes, including creating KPIs, customer health metrics, and scalable onboarding procedures
• Business-level German and English skills (written and spoken)

Please note that we are looking for support in the company's Berlin Office. Eligibility to work within the EU is required as well.

Benefits and Perks

• Join a small, ambitious team with real ownership, unparalleled growth opportunities and global ambitions
• Grow your career with experienced founders who know what it takes to build a successful company
• Work with some of the best and brightest in ML, data science and software engineering
• Real equity and competitive compensation
• An office in the heart of Berlin
• Become part of the Project A family network

Apply below and become a part of our success story!

Our Commitment to Diversity and Inclusion

Project A is committed to diverse and equal opportunities hiring for all – applicants, candidates, and employees alike. We value humans – with all our glorious multifaceted backgrounds, perspectives, and experiences – and look forward to your application.