Praxis Customer Success Manager (m/w/d) - Startup AI Healthcare - Hybrid

About Mediform

Do you want to be part of an ambitious startup redefining the future of patient communication?

Then Mediform is the right place for you! We are pioneers in the autonomous processing of patient inquiries – via phone and chat through the practice website. Our technology enables automatic appointment scheduling, for example, without practice staff having to intervene – saving valuable time and resources. This allows the team to concentrate fully on personal patient care while our AI reliably handles administrative tasks.

As an AI startup, we stand for innovation and growth – AI is part of our DNA. Become part of our team and help us revolutionize the healthcare system together!

Responsibilities

• You contribute your practical experience and accompany practices starting with Mediform: onboarding (interview, setup, and training), fine-tuning, and ongoing support.
• You are the first point of contact: You record, prioritize, and resolve concerns independently – or coordinate specifically with tech/product and keep the practice informed.
• You review anonymized conversations between AI and patients, identify patterns, and provide concrete improvement suggestions to the practice and the team.
• You proactively support practices: Regular check-ins, best practices, mini-trainings, and targeted recommendations for daily relief and success with our product.
• You optimize internal processes: Checklists, short instructions, FAQs, and small automations – and ensure clear quality standards for conversation reviews.
• You are the bridge between practice and product: You listen to practices, prepare findings understandably, pass them to the team – and accompany tests of new features for everyday suitability.

Qualifications

• Hands-on mentality: You don't wait for perfect processes but help shape them – whether for on-time onboarding, knowledge documentation, or improving internal workflows.
• Experience in healthcare, working with medical practices, or in the digital health sector.
• Empathy and service orientation: You understand how practice teams think and work – while keeping process efficiency and data protection (GDPR) in mind.
• Independent and structured way of working: You prioritize and resolve concerns independently – and know when and how to involve tech/product.
• Articulate: Whether medical assistant, doctor, or colleague – you speak the right language, build trust, and ensure clear communication. For this role, this also means: Native-level German (C2) and good English (for better product understanding and occasional internal communication).
• Digital affinity: Proficient with CRM and practice management systems, open to new tools, and confident in using AI-powered solutions (phone/chat).

Particularly interesting for us are also:

• Completed training or studies in the healthcare sector (e.g., medical assistant, practice management, health management).
• Experience in onboarding and/or customer success.

Benefits

• Hybrid work: Currently remote from Berlin with monthly team days in the office in Karlsruhe; prospectively 2-3 days per week together on-site in Berlin.
• Flat hierarchies and short decision-making paths: With us, you have the freedom and space to quickly implement your own ideas.
• A motivated and ambitious team: Become part of a dedicated environment that jointly shapes the digital future of medical practices.
• Professional development: We support your professional and personal development in the areas of AI and Customer Success.

If you are eager to take the next big step in the digitalization of the healthcare system with us and want to develop long-term within an innovative AI startup, we look forward to your application!