Customer Success Lead (m/f/d) Central Europe

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your role

The Customer Success Lead (m/f/d) is responsible for leading the day‑to‑day Order‑to‑Cash (O2C) operations, ensuring exceptional service quality for B2B and/or B2C customers across the Central Europe region.

This role is based in Unterschleissheim near Munich (hybrid option).

What you'll be doing

• Lead, mentor, and coach Customer Service Representatives and Supervisors to build a high-performing, customer‑centric culture

• Oversee daily Order‑to‑Cash (O2C) operations ensuring accuracy, timeliness, and alignment with customer expectations

• Ensure operational excellence by monitoring performance, analyzing gaps, and implementing corrective actions

• Optimize workflows, capacity plans, and workload distribution to meet service-level targets

• Troubleshoot complex customer or system issues

• Serve as escalation point for high-impact customer issues

• Maintain relationships with hospitals, distributors, patients, sales teams, and partner functions

• Champion the Voice of the Customer (VoC) by translating insights into improvement initiatives

• Partner closely with IT, Planning, Warehousing, Logistics, Sales, Finance, Quality, and other teams to ensure seamless operations

• Ensure team adherence to internal SOPs, SOX controls, data privacy, and healthcare regulatory requirements

• Drive standardization and automation of customer service processes across systems and tools

What you'll bring

• Bachelor's degree in a relevant field, e.g. Business Administration or related field - advanced degree preferred

• 3–7+ years in Customer Service, O2C, Operations, or similar roles

• Proven leadership experience managing customer-facing teams

• Experience in healthcare, medical devices, or regulated environments (preferred)

• Strong understanding of O2C processes and CS tools (Salesforce, JD Edwards, BOOST, e‑services)

• Data-driven mindset with ability to analyze dashboards, identify trends and manage KPIs

• Customer focus and empathy

• Problem solving and decision making

• Communication and negotiation skills

• Change management

• Process mindset and continuous improvement orientation

• Ability to manage complexity in multi-country/multi-stakeholder environments

• Finance acumen, follow up of budgets

• Fluency in German and English

Have we sparked your interest?

If you like the sound of the above role, can thrive in a fast-paced working environment and are excited about working in a learning and growth culture, then we’d love to talk to you. Apply directly on our Online System.

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Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

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