Customer Success Manager - DACH region

Description

Aidoc is recruiting a Customer Success Manager in Europe. Join our team!

About Aidoc

Aidoc is revolutionizing clinical decision-making with real-time clinical AI imaging solutions, impacting over 60 million patients annually. Our technology empowers physicians to diagnose urgent cases, ultimately improving patient outcomes.

Powered by our proprietary aiOS, Aidoc assists clinicians by precisely highlighting suspected pathological findings directly on medical images and prioritizing cases. This ensures that urgent patients receive the immediate attention they need.

As a leader in clinical AI, Aidoc has the most FDA-cleared Computer-Aided Detection (CAD) solutions, with adoption in more than 1,600 medical centers worldwide.

Since our founding in 2016, Aidoc has secured over $370 million in funding and was recognized as one of TIME’s 50 most genius companies.

About this role

This position focuses on championing customers and their outcomes.

You will work closely with engineering, operations, sales and support teams to understand your customers, enhance the value they get from our solutions, and demonstrate the impact for their organization. You will have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our AI enterprise solutions support the achievement of our customers’ strategic goals.

A key aspect of this position is leading and coordinating comprehensive customer training programs to ensure successful onboarding, deep adoption, and ongoing proficiency with Aidoc’s AI solutions.

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

Responsibilities

Be the customer success manager - you would know them best, you’ll define their road to success, and you’ll choose which Aidoc resources should be involved in the success plan execution.

• A strategic thinker who drives his/her customers to success
• Ensure high utilization and engagement with our solutions
• Be a proactive agent - monitor trends and proactively address them before they become an issue
• You are not a project manager, but you need to have good management and leadership skills
• A success plan can include many different activities and projects (for training, engagement, research, value demonstration, onboarding, etc..) - you need to understand those domains well and prioritize the right activities

Serve as the customer's advocate and the customer’s trusted advisor- You are the bridge between Aidoc and our customers:

• Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders.
• Lead discussions with our customers, while learning more about their challenges and objectives and educating them (top physicians in prestige medical centers).
• Understand each customer’s pain points and their workflow and enhance the value of AI in their departments.
• Define the next steps and work on “making things happen” with our R&D teams.

Serve as the liaison between our customers and internal teams:

• Work with the technical team to ensure smooth onboarding of new customers.
• Drive product enhancements and work cross-functionally with internal teams (Product, Data, AI) by representing the customer perspective.
• 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 derive the best value demonstration use cases
• Storytelling using data. Make insights out of the data and present it to our customers.

Initiate and help execute research initiatives.

Lead structured customer training sessions for radiologists, physicians, and operational teams, ensuring effective knowledge transfer and adoption of the Aidoc solutions.

Requirements

• BSc in science, engineering, or any quantitative field. Preferably MSc.
• 2-3 years of experience in Customer Success /Customer-Facing analytics / Project Management or similar roles.
• Fluency in German (written, spoken, and professional engagement) is required.
• Previous experience in a SaaS high-tech/startup company with an agile mentality is an advantage.
• Experience in healthcare is an advantage. Strong clinical workflow expertise, with specific work in healthcare business systems. Experience with the German healthcare system is a big advantage
• Proven experience in designing and delivering customer training programs, including clinical or technical education, is a strong advantage
• Ability to form and leverage natural relationships with customers. Experience in stakeholder management, building relationships and leading customers to success, preferably at executive level.
• Experience with data analytics is an advantage.
• Previous work with medical imaging and radiologists is an advantage.
• Research experience is an advantage.
• Experience in stakeholder management, building relationships and leading customers to success, preferably at executive level.
• Ability to multitask, problem solve, and work cross-functionally in a dynamic environment.
• Critical thinker with a good analytical approach and data-driven decision-making process.
• Tech-savvy person, who can understand technical concepts and lead discussions with the technical team in a fast-paced, startup environment.
• Excellent verbal and written communication skills (in English, German, and other relevant languages).
• Europe based
• Ability to travel 25% - 50%.