⭐️ ABOUT THE COMPANY

inne is the next generation of female health having built the world’s first natural contraceptive based on saliva.

We are an interdisciplinary team who has seen first hand how women’s need for female health education and accurate fertility insights have been underserved. 

We have developed our first innovative biotech product which enables women to analyse fertility hormones in their saliva. With this insight, we want to follow our mission to help women tune into their bodies and make informed decisions about their fertility, sexuality and overall female health!

We are pushing the boundaries of science, technology and design and are guided by our values. If you want to be part of creating a wave in female health you have come to the right place!

⚡️ 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.

What success looks like:

• The existing CS team feels supported, challenged, and proud

• AI meaningfully increases leverage without eroding trust

• Retention improves through clarity, education, and timing

• Product and leadership decisions reflect real customer insight

• Regulatory requirements are met quietly and consistently

• Customers feel held, not handled

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

❤️ WORKING WITH US

• 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

✨ 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