Customer Success Manager (m/w/d) VIBS9

DextraData Healthcare Technologies GmbH is an innovative company specializing in digital healthcare solutions. With VIBS9 Clinic, we provide a comprehensive digital communication and coordination platform for hospitals, covering all key processes from patient admission and ward coordination to transfers and discharge. Our mission is to revolutionize communication in healthcare and enable medical staff to spend more time on patient care.

As a Customer Success Manager (m/f/d) VIBS9, you are the central interface between DextraData and our customers in the healthcare sector. You are responsible for the entire customer lifecycle – from initial engagement and implementation through to long-term customer retention and growth. In this hybrid role, you combine strategic thinking with operational excellence and regularly work on-site at our customers’ hospitals and healthcare facilities to ensure their success with VIBS9 Clinic.

Your Responsibilities:

• Customer acquisition and needs analysis

• Product demonstrations

• Contract negotiation

• Stakeholder management

• Project planning and kick-off

• Implementation

• Training and change management

• Go-live support

• Customer retention and relationship management

• Success monitoring and value realization

• Upselling and cross-selling

• Escalation management and issue resolution

• Customer feedback management and contribution to product development

• Process optimization and scalability

• Strategic customer development

• At least 10 years of experience in Customer Success, project management, or consulting within the healthcare sector

• Proven expertise in managing the full customer lifecycle – from pre-sales and implementation to long-term customer success and retention

• Strong stakeholder management skills at executive and senior leadership level (hospital management, nursing management, IT leadership, administration)

• Hands-on experience conducting needs assessments, product demonstrations, proof-of-concepts, and go-lives directly on-site with customers

• Solid know-how in change management, user training, and driving user adoption in clinical environments

• Strong understanding of software implementation processes, IT fundamentals, integrations/interfaces, and platform architectures

• Experience in escalation management and structured problem-solving, including on-site customer situations

• Ability to define, track, and communicate KPIs and value realization in a transparent manner

• Experience in upselling and cross-selling, as well as close collaboration with sales and product development teams

• Leadership capabilities, including building and developing a Customer Success team and a mentoring mindset

• Structured and analytical working style, high level of ownership, and strong customer focus

• Willingness to travel extensively (up to 60%) and enthusiasm for working directly with hospitals and healthcare providers

• Excellent communication skills in German and English, both written and spoken

• Flexible working time models

• A varied and engaging area of responsibility

• High level of ownership and autonomy, with room to contribute ideas and actively shape your work

• Short decision-making paths and a constructive feedback culture

• Attractive benefits such as employer-funded pension contributions, childcare subsidies, individual technical equipment, gym membership subsidies, and more

Please send us your complete application documents, including your salary expectations and earliest possible start date.
Your contact person for this position is Evin.

We very much look forward to getting to know you.