Customer Success Manager - DACH region

About Aidoc

Aidoc is a leading force in clinical Artificial Intelligence. Our clinical AI imaging solutions help doctors quickly find and diagnose urgent cases and make patient results better. Built on Aidoc’s special aiOS, we study and gather medical data to let care teams manage the unexpected and work easily while keeping the focus on the patient. Aidoc AI is always running in the background to change what is seen in the front.

Our solutions are used in over 1,000 hospitals, including top health systems in the US. Aidoc has raised more than $250 million to date, funded by top industry Venture Capital firms, and was named one of TIME’s 50 most genius companies.

Role Overview

This position focuses on supporting customers and making sure they get good results.

You will work closely with engineering, operations, sales, and support teams to understand your customers, make the value they get from our solutions better, and show the effect for their organization. You must have a strong understanding of our customers’ business goals and be able to explain how our AI enterprise solutions support reaching those goals.

A main part of this job is leading and organizing complete customer training programs to make sure onboarding is successful, adoption is deep, and ongoing skill with Aidoc’s AI solutions is maintained.

This role specifically focuses on supporting customers across Germany and the DACH region, which requires strong familiarity with the German healthcare setting.

• Be the customer success manager. You will know them best, define their path to success, and choose which Aidoc resources should be part of the success plan execution.
• Be a strategic thinker who guides customers to success.
• Make sure there is high use and involvement with our solutions.
• Be a proactive person. Watch trends and address them before they become problems.
• You are not a project manager, but you need good management and leadership skills.
• A success plan can include many different actions and projects (for training, involvement, research, showing value, onboarding, etc.). You need to understand these areas well and choose the right actions first.

Serve as the customer's advocate and trusted advisor

You are the link between Aidoc and our customers:

• Make sure customers have good experiences by managing and growing customer relationships proactively, including finding key people in charge.
• Lead talks with our customers while learning more about their difficulties and goals, and teaching them (top doctors in respected medical centers).
• Understand each customer’s problems and their work process, and make the value of AI better in their departments.
• Define the next steps and work on "making things happen" with our Research and Development teams.

Serve as the liaison between our customers and internal teams

• Work with the technical team to make sure new customers are onboarded smoothly.
• Drive product improvements and work across teams (Product, Data, AI) by representing the customer's point of view.
• Have a deep understanding of our solutions, their expected performance, and the user interface.

Drive value demonstration of our solution for our customers

• Work with our analytics teams to find the best use cases for showing value.
• Tell stories using data. Make useful ideas from the data and present them to our customers.
• Start and help carry out research projects.
• Lead structured customer training sessions for radiologists, doctors, and operations teams, making sure knowledge is transferred effectively and Aidoc solutions are adopted.

Requirements

• BSc in science, engineering, or any field based on numbers. MSc is preferred.
• 2 to 3 years of experience in Customer Success, Customer-Facing analytics, Project Management, or similar roles.
• Fluency in German (written, spoken, and professional interaction) is required.
• Previous experience in a SaaS high-tech or startup company with an agile way of thinking is a plus.
• Experience in healthcare is a plus. Strong knowledge of clinical workflows, especially with healthcare business systems. Experience with the German healthcare system is a big plus.
• Proven experience in designing and delivering customer training programs, including clinical or technical education, is a strong advantage.
• Ability to form and use natural relationships with customers. Experience in managing stakeholders, building relationships, and guiding customers to success, preferably at an executive level.
• Experience with data analysis is a plus.
• Previous work with medical imaging and radiologists is a plus.
• Research experience is a plus.
• Ability to handle many tasks, solve problems, and work across teams in a changing environment.
• A critical thinker with a good analytical approach and a process for making decisions based on data.
• A tech-savvy person who can understand technical ideas and lead talks with the technical team in a fast-paced, startup setting.
• Excellent speaking and writing skills in English, German, and other relevant languages.
• Must be based in Europe.
• Ability to travel 25% to 50%.