Customer Success Manager - Military veterans preferred

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

Germany represents a crucial growth market for RLDatix. Our commitment to this region is strong, with 60 employees, over 700 customers, and 3 offices strategically located across the country. We are actively investing in our German operations, aiming to further strengthen our service offerings and expand our footprint. Joining us as a Support Consultant means becoming an integral part of our mission to enhance healthcare safety and quality in Germany and beyond. 

We’re searching for a Germany-based Customer Success Manager to join our German team, so that we can enhance healthcare safety and quality for our customers. This is a senior, strategic role designed to build up our Customer Success function in Germany from the ground up. In addition to managing a portfolio of key customers (initially mid-market and strategic Optima customers), this person will be responsible for defining best practices, interfaces with Support & Professional Services, and establishing the foundation for a scalable team setup.

They will work closely with Sales, Support, and Implementation teams and serve as a trusted partner for key customers throughout the post-sales lifecycle. The role reports into the General Manager Germany, with strong dotted-line collaboration with Global Customer Operations Leadership.

Key Responsibilities

• Act as founding Customer Success Manager for Germany, shaping the role and laying the foundation for team growth.
• Own a portfolio of key Optima and Breitenbach customers, focusing on renewal, adoption, value realization, and satisfaction.
• Proactively manage escalations, support transition, and hand-over from PS to Support, ensuring customer continuity and reducing friction.
• Contribute to the development of a repeatable onboarding and success playbook adapted to German healthcare clients and workflows.
• Align closely with Sales and PS to provide feedback and jointly develop account growth and expansion strategies.
• Prepare to build and lead a small team of CSMs in the medium term (late FY26 or FY27).
• Represent Customer Success in Germany-wide process improvement initiatives, including NPS, Customer Health Scoring, and escalations.

Profile & Requirements

• 5–8+ years of experience in Customer Success, Account Management or Post-Sales roles, ideally in B2B SaaS with enterprise or healthcare customers.
• Strong understanding of project delivery processes, software support models, and how to drive customer value post go-live.
• Excellent stakeholder management with experience engaging on director or executive level.
• Ability to work independently and structure a function from scratch.
• Experience working in a matrix organisation across global teams is a plus.
• Fluency in German and English is mandatory.
• Regular travel (1–2x/month) to customer sites and RLDatix offices is expected.
• Familiarity with the healthcare sector or Workforce Management / HR software is a plus.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.  

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law. 

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com. 

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.