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

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.

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.

• 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

• 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