Head of Customer Success

We are a team of over 1,000 dentists, practice experts, and technology enthusiasts. What unites us is the belief that the public healthcare system is one of the great achievements of our society—and that it needs support to continue developing in a sustainable, future-proof way.

Together, we are working to create a digital platform that enables a new form of outpatient care—care that puts the relationship between dental practice and patient back at the center.

If you also believe in the power of modern technology and want to actively shape the transformation of healthcare, join our team!

• A nationwide team of experienced colleagues

• Individualized career paths for your personal and professional development

• Short decision-making processes and flat hierarchies

• Regular working hours with a focus on results rather than presence

• High autonomy in achieving the set goals

• Centrally located office on Berlin’s Kurfürstendamm

• Lead and develop the Customer Success team responsible for onboarding new clinics to our software suite, including technical setup and customer training (on-site and remote), as well as ongoing customer support.

• Ensure that internal and external users understand and use our digital applications optimally.

• Act as a product expert for our software and ensure a high level of product knowledge across the entire Customer Success team.

• Establish, maintain, and continuously improve processes that streamline daily operations and scale effectively.

• Coordinate onboarding activities to ensure smooth, timely, and high-quality clinic go-lives.

• Ensure that software issues and customer requests are documented in a structured manner and that communication with users is transparent, proactive, and timely.

• Oversee the creation and continuous improvement of training materials (e.g. webinars, tutorials, documentation).

• Systematically collect, structure, and synthesize user feedback and collaborate closely with the Product team to derive actionable improvements.

• Report directly to the Chief Product Officer (CPO).

• At least 5 years of experience in customer support or customer success, ideally in a medical and/or technology-driven environment.

• At least 3 years of experience leading a team (minimum 4 people), ideally within customer support or customer success.

• Hands-on experience working with ticketing or service desk systems, preferably Jira or Jira Service Desk.

• Fluent communication skills in German (C2) and English (C1), with a strong solution-oriented and service-minded approach.

• Strong analytical mindset with the ability to break down complex problems into manageable tasks and design efficient workflows.

Nice to have

• Experience in creating training materials and conducting customer training sessions.

• Experience working in a dental practice (e.g. as a dental assistant or practice manager) and familiarity with typical dental practice workflows.

Join our team and get in touch with us now! You can reach us by email at dental21-jobs@m.personio.de