YOUR MISSION

inne already has a dedicated Customer Success team in place. As the company scales, we need a leader who can develop and elevate the existing team, introduce AI-enabled systems, and ensure Customer Success grows in a way that remains deeply human, compliant, and trustworthy. This role exists to lead, scale, and future-proof Customer Success – balancing automation and efficiency with human care in the moments that matter most.

You are accountable for:

• customer experience quality
• retention and churn reduction
• customer insight as a strategic input to product and leadership

Your goal is to build a Customer Success function that is intelligent, empathetic, compliant, and scalable.

What you’ll be responsible for:

1. Team Leadership & Development

• Lead, coach, and develop the existing Customer Success team
• Build on current strengths while identifying skill gaps and growth paths
• Create clarity around roles, ownership, and decision-making
• Foster a culture of empathy, accountability, and continuous improvement
• Hire selectively as the function scales

2. Scaling with AI & Smart Systems

• Design and implement AI-supported CS workflows (triage, routing, insights, agent support)
• Use AI to improve speed, consistency, and signal detection – without replacing human judgment
• Define clear guardrails for what is automated vs. handled by humans
• Ensure AI-assisted communication reflects inne’s tone, values, and medical-grade responsibility
• Continuously refine systems as customer volume and complexity grow

3. Human-Critical Customer Moments

• Define and own customer interactions that must remain fully human
• Ensure sensitive topics (fertility, contraception anxiety, emotional escalation) are handled with care
• Train the team to recognize nuance and context beyond automation
• Maintain inne’s calm, respectful, and non-judgmental voice across all touchpoints

4. Retention, Insights & Cross-Functional Impact

• Own retention and churn reduction across the subscription lifecycle
• Translate customer conversations into structured insights and recommendations
• Act as the voice of the customer in leadership and product discussions
• Partner closely with Product, Tech, Medical, Ops, and Marketing
• Ensure customer insight meaningfully influences product and experience decisions

5. Customer Experience Architecture

• Own and evolve the end-to-end customer journey post-purchase
• Improve onboarding, education, in-app messaging, and lifecycle communication
• Ensure consistency across support, app, email, and community touchpoints
• Balance scalability with intimacy as the customer base grows
• Own customer service productivity metrics like time to answer, handle time, customer satisfaction with customer service interactions

6. Regulatory-Aware Customer Success

• Ensure Customer Success processes align with IVDR and inne’s quality system
• Understand the boundaries between customer support, education, and medical advice
• Ensure customer-facing communication remains compliant and consistent
• Partner with QA/RA on:
• post-market surveillance (PMS) inputs
• trend identification from customer feedback
• escalation of potential safety or performance signals
• Train the CS team to recognize and escalate:
• adverse events
• misuse or misunderstanding with potential safety impact
• recurring complaints relevant to product performance

Customer Success is not responsible for regulatory decisions – but is a critical signal source.

ABOUT YOU

You bring:

• 7-10+ years experience in Customer Success / CX, including people leadership
• Proven experience leading and scaling an existing CS team
• Hands-on experience implementing AI tools in Customer Success
• Strong judgment around when to automate – and when not to
• Experience owning retention metrics and CS strategy
• Experience operating in regulated or trust-critical environments (health, medical, fintech, insurance, etc.)
• Native-level proficiency in German and professional working proficiency in English (verbal and written)

You are:

• A people leader first, systems thinker second
• Calm, grounded, and trusted in sensitive situations
• Comfortable improving processes without breaking team morale
• Clear, warm, and precise in communication
• Confident working cross-functionally and at leadership level

Nice to have:

• Experience in femtech, health, or medical devices
• Familiarity with IVDR or post-market surveillance concepts
• Experience collaborating with QA/RA teams
• Experience working closely with founders

✨ 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