Team Lead Customer Success

Hello, we are AMBOSS and we are looking for a Customer Success Team Lead to join our team!

About AMBOSS

AMBOSS is a learning and clinical decision support tool striving to empower physicians across the globe to provide the best possible care. Our founders set out in 2011 to create a tool that they would have hoped to have as medical students and doctors. Since then we have grown to currently operate in 180 countries and have gained immense traction in Germany and the US. Currently, we are pursuing this mission with more than 500+ employees in our offices in Berlin, Cologne, New York, and Cagliari.

Why can this position be exciting for you?

As the first Customer Success Team Lead at AMBOSS, you’ll play a pivotal role in shaping and guiding our customer success strategy. This is more than a leadership role – it’s an opportunity to support how medical professionals around the world experience AMBOSS. You’ll collaborate with teams across the company, helping to drive our institutional relationships forward.

We’re looking for someone eager to inspire and guide a passionate small team of 5+ dedicated to empowering our institutional partners. You’ll organize and elevate the day-to-day activities of our Customer Success Team, providing mentorship and driving their growth. With a focus on building strong, lasting relationships and ensuring the success of our customers, you’ll lead the charge in optimizing institutional engagement, maximizing outcomes, and reinforcing the long-term value of our software. This is a chance to lead, inspire, and define customer success at AMBOSS!

You will

Leadership and Management:

• Be accountable for your team’s performance and the quality of their output while supporting your team members‘ growth and development, motivate them and keep up the team morale.
• Together with Roman, our Director of Customer Support, you are responsible for the continuous training and development of the Customer Success team.
• You identify opportunities for your direct reports’ growth and next career step by task delegation, feedback rounds beyond primary performance.

Customer Success Strategy & Operations:

• Together with your team you ensure a smooth onboarding of institutional partners. You implement and monitor a suitable (technical) launch setup and early engagement.
• Own and optimize the onboarding processes while keeping an eye on every step of the customer journey.
• You and your team are responsible for increasing the activation rate and usage of our AMBOSS licenses to ensure customer retention and to enable upselling potential at renewal.
• Be responsible for regular monitoring of customer health metrics as a central instrument for determining customer benefit, loyalty and churn risk. Creating and measuring customer satisfaction and collecting and analyzing qualitative product feedback.
• Drive retention initiatives alongside our sales and marketing teams and keep leadership in the loop with insightful reporting and concrete action plans.
• Co-responsible with our sales team for impactful product training tailored for hospitals, universities, and private practices, making sure every partner gets the most out of AMBOSS.
• Representing the Customer Success Team in stakeholder meetings and proactively contributing to the user-facing experiences by bringing in the customer perspective.
• Supporting product development by collecting and sharing relevant customer feedback.

You bring

• 5+ years of experience in Customer Success or a similar customer facing role (i.e. Sales) and at least 1 year of experience in team leadership / management.
• You have experience in directly influencing customer health and retention metrics and are strong in analytics.
• Great communication skills and it’s easy for you to present to our customers as well as internal stakeholders and senior management.
• Empathy and you are able to understand customer needs, goals and challenges quickly by finding solutions that balance customer needs with business needs.
• You inspire, mentor, and motivate team members while fostering a collaborative and supportive environment.

You enjoy

• Collaborating with different departments. Our Sales Operations, Customer Support and Engineering teams will closely support you.
• Advising customers with your eagerness to deeply understand a new product.
• Building and maintaining strong relationships with internal and external stakeholders.
• Proactively identify issues and enjoy problem solving to ensure customer satisfaction and success.

Your application process with us takes around 4 steps and is usually a row of soft skills and technical interviews, an assessment/ case study, and a get-to-know your future team.

Benefits:

AMBOSSians tell us that innovative work keeps them energized and employee benefits help them to feel appreciated and empowered. We invest in every AMBOSSian with our employee benefits package, crafted to support financial, physical, and mental health, and work-life harmony.

We believe in diversity as a driving force of innovation and welcome people of all backgrounds to help us achieve our mission of empowering physicians to provide the best possible care – to everyone, everywhere.

Did we just describe your ideal next role? We encourage you to apply even if you do not meet all of the requirements.

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