Vice President Customer Success Management (m/f/d)

Your job at CGM: As a leading company in the field of software solutions for healthcare, we are active in 19 countries and employ nearly 9,000 dedicated employees. You will work in a dynamic and innovative environment that is full of opportunities. With your commitment and passion, you have the opportunity to make a sustainable difference.

CGM Leverages AI: We are looking for people who feel the power of AI in the eHealth environment, want to shape the change and with curious passion to see how technology can make health smarter, easier and better.

Together we shape the health system of the future. Be part of our mission and make the difference – for a world where knowledge saves life!

Your mission As a VP Customer Success Management, you are responsible for the strategic and operational excellence of customer relationships in Germany. You make sure that our customers use our solutions stable, secure, compliant and with maximum benefit – across the entire customer lifecycle. You don't run Customer Success reactively, but predictively, data-driven and with clear executive appeal. You are a central interface between customer, service, product, IT, compliance and management. Your post: You build a highly professional customer-success organization for the German healthcare market and continuously develop it You are responsible for the entire customer lifecycle – from onboarding and adoption to operation, support coordination and renewal You establish excellent service, quality and compliance standards for a highly regulated market You control critical customers, escalations and risks with sovereignty and clarity You develop data and KPI-based control models (CSAT, NPS, Retention, SLA, Incident Rate) You drive the further development of customer-success processes, tool landscapes and automation You work closely with COO, Management, Product, IT, Compliance and Sales You are an executive-level savings partner – internally and externally That's what you bring: Complete studies in a relevant field (e.g. economics, health management) or comparable qualification. Multiannual leadership experience in a leading customer-success, service or operation role Deep understanding of healthcare, regulated markets and business-critical customer processes Detectional successes in building and scaling excellent service organisations Very high service and quality orientation – coupled with entrepreneurial thinking Embossed technology and data affinity (CRM, CS tools, reporting, IT service processes) Experience in dealing with escalations, audits, regulatory requirements and complex stakeholders landscapes Clear, sovereign leadership style with high integrity and decision strength Enthusiasm for work in interdisciplinary teams and with our customers Travel readiness and very good communication skills in German

You can expect from us: Work-Life-Balance: Use our job-bike leasing offer, grant membership in a co-operating gym and/or our various training programs to find the sporting balance to work. Mobile Work: Work flexibly on two days per week remote and on 3 days on site. Continuing training: Use individual training to expand your skills and continuously develop yourself. Events: Take part in internal events and activities, these take place regularly on site but also remotely. Corporate Benefits: Use attractive discounts for employees and benefits from various partners and suppliers. Diversity is part of CGM! We look forward to your application regardless of disability, gender, nationality, ethnic and social origin, religion, age and sexual orientation and identity. Ready to raise customer success in the healthcare environment to a new level? Apply now online with your meaningful application documents (incl. salary presentation and the next possible entry date). .