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Head of Customer Success (m/f/x; German speaking)

Feral GmbH
Berlin-Kreuzberg

Direkt bewerben

Details zur Stelle

Vollzeit

Qualifikationen

Künstliche Intelligenz

Vollständige Stellenbeschreibung

️ ABOUT THE COMPANY

inne is the next generation of female health having built the world’s first natural contraceptive based on saliva.

We are an interdisciplinary team who has seen first hand how women’s need for female health education and accurate fertility insights have been underserved.

We have developed our first innovative biotech product which enables women to analyse fertility hormones in their saliva. With this insight, we want to follow our mission to help women tune into their bodies and make informed decisions about their fertility, sexuality and overall female health!

We are pushing the boundaries of science, technology and design and are guided by our values. If you want to be part of creating a wave in female health you have come to the right place!

️ YOUR MISSION

inne has a dedicated Customer Success foundation; your mission is to evolve it into a scalable, AI-augmented, and medically-compliant powerhouse. You will lead, scale, and future-proof the function; balancing high-tech automation with high-touch human care in the moments that matter most to our users.

What you’ll be responsible for:

Lead, coach, and develop the existing Customer Success team, building on current strengths while defining clear growth paths and ownership.
Architect AI-supported workflows (triage, routing, and agent support) to improve speed and signal detection without replacing human judgment.
Define "human-critical" guardrails for sensitive user moments (fertility, contraception, emotional escalation) to ensure they are handled with nuance and care.
Own the end-to-end customer journey post-purchase, optimizing onboarding, education, and lifecycle communication across all touchpoints.
Support retention and churn reduction by translating customer conversations into structured strategic inputs for Product and Leadership.
Ensure regulatory alignment with IVDR and inne’s Quality Management System, maintaining the boundary between education and medical advice as well as identifying safety trends and escalating potential performance signals.
Foster a culture of empathy and accountability, ensuring inne’s calm, non-judgmental voice remains consistent as the base grows.
Manage productivity metrics (CSAT, response times, handle time) while maintaining "medical-grade" responsibility and intimacy.

ABOUT YOU

You bring:

5-7+ years of experience in CS/CX, with a proven track record of leading and scaling teams in trust-critical environments (Health, MedTech, Fintech).
Hands-on AI implementation experience; you know how to use LLMs and smart systems to create leverage without eroding user trust.
Native-level German and professional English proficiency; you understand the linguistic nuance required for sensitive health topics.
A "People Leader first, Systems Thinker second" mindset; you can improve processes without breaking team morale.
Strategic grit: You are comfortable working at the leadership level and acting as a high-integrity voice for the customer.

Nice to have:

Experience with IVDR, ISO standards, or collaborating closely with Quality and Regulatory teams.
Experience in FemTech or women’s hormonal health.
Experience working closely with founders in a fast-paced startup environment.

❤️ WORKING WITH US

A mission that genuinely matters
A product people trust with their bodies
A team that values nuance, care, and responsibility
The opportunity to lead a critical function in a regulated, high-trust space
Room to shape how Customer Success scales in femtech

✨ OUR OFFER AND BENEFITS

Competitive salary
M-membership at Urban Sports Club
Subsidy for BVG-Firmentickets (public transport)
High-quality snacks and drinks in the office and monthly team lunches
Opportunity to participate in the Virtual Stock Options Program
Company pension plan
Hybrid office concept
Beautiful, central, and dog-friendly office location in Berlin
A chance to do meaningful work in a growing startup that has developed its own innovative product
A pleasant and friendly work environment with a diverse group of motivated, talented, and visionary colleagues

Direkt bewerben

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startup coach Jobs in berlin, be

Head of Customer Success (m/f/x; German speaking)

Senior Backend Engineer (m/f/d)

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