🕒 yesterday
Own strategic relationships with higher education customers, guiding success plans, retention, product adoption, and cross-functional initiatives to improve customer outcomes and support renewals.
Patient Success Manager
🕒 25 days ago
📍 🇩🇪 Germany - Remote💰 €33k - €95k / year🎹 Mid-level🤝 Customer Success Manager📢 🇩🇪 German Required📢 🇬🇧 English Required💼 Full-Time
Patient ManagementCommunicationCRM ProficiencyEmpathy
📜 Description
- Manage a portfolio of patients enrolled in Kaia's therapy program and assist them in starting their treatment.
- Explain how Kaia works and how patients can utilize the app, addressing their questions and concerns.
- Maintain proactive communication with patients via phone, email, and messaging.
- Keep patient status updated in the CRM system.
🛠️ Requirements
- Fluent in German (C2) and English (C2).
- 2+ years of experience in a phone-based, target-driven role (e.g., Sales, Customer/Patient Success).
- Proven track record of achieving individual goals and motivated by performance-based compensation.
- Empathy and patience in dealing with patients, especially those with chronic pain.
- Strong organizational skills and experience with CRM systems (e.g., HubSpot, Salesforce).
- Openness to new tools and technologies in daily work.
✨ Benefits
- Coordinate with medical practices and health insurance providers as needed.
Full job description
At Sword, we’re building AI to heal billions and unlock humanity’s full potential. In doing so, we’re pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact. As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.
Since 2020, Sword has expanded across physical therapy, women’s health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs. Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare.
AI Proficiency at Sword
AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.
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Explorer (Level 1) — Uses AI daily to boost personal productivity
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Builder (Level 2) — Creates workflows and tools that elevate the whole team
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Integrator (Level 3) — Embeds AI into products and processes at scale
Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.
Rolle
Als Patient Success Manager bist du die erste persönliche Ansprechperson für Patient:innen, die ihre digitale Rückenschmerztherapie (DiGA) mit Kaia beginnen möchten. Du begleitest sie durch jeden Schritt – von der Anmeldung bis zu ihren ersten Tagen im Programm –, beantwortest ihre Fragen und sorgst dafür, dass niemand auf der Strecke bleibt.
Du wirst eines der ersten Mitglieder unseres deutschen Teams sein und mitgestalten, wie wir Patient:innen unterstützen – mit der richtigen Mischung aus persönlichem Kontakt und smarten Tools. Dies ist eine leistungsorientierte Rolle: Ein großer Teil deiner Vergütung hängt davon ab, wie vielen Patient:innen du erfolgreich zum Start ihrer Therapie verhilfst. Dein variabler Gehaltsanteil ist nahezu vollständig ungedeckelt: Je mehr Patient:innen du beim Start ihrer Therapie unterstützt, desto mehr verdienst du.
Deine Aufgaben
- Du verantwortest ein Portfolio an Patient:innen, die sich bei Kaia angemeldet haben, und hilfst ihnen, erfolgreich mit ihrer Therapie zu starten
- Du erklärst in einfacher, einfühlsamer Sprache, wie Kaia funktioniert und wie Patient:innen die App nutzen können, und gehst auf ihre Fragen und Bedenken ein
- Du bleibst per Telefon, E-Mail und Messaging mit Patient:innen in Kontakt und meldest dich proaktiv bei denjenigen, die Unterstützung brauchen
- Du stimmst dich bei Bedarf mit Arztpraxen und Krankenkassen ab
- Du hältst den Patientenstatus jederzeit aktuell in unserem CRM
Was du mitbringen solltest
- Deutsch auf muttersprachlichem Niveau (C2)
- Englisch auf muttersprachlichem Niveau (C2)
- 2+ Jahre Erfahrung in einer telefonbasierten, zielorientierten Rolle (z. B. Sales, Customer/Patient Success, Patientenkoordination)
- Nachweisliche Erfolge beim Erreichen individueller Ziele – und Motivation durch leistungsbezogene Vergütung
- Empathie und Geduld im Umgang mit Patient:innen, die häufig mit chronischen Schmerzen leben und nicht zwangsläufig digital affin sind
- Hohe Organisationsfähigkeit; Erfahrung im Umgang mit einem CRM (z. B. HubSpot, Salesforce)
- Offenheit gegenüber neuen Tools und Technologien im Arbeitsalltag
*The range below reflects base, variable, and equity for this role.
This is a starting point, not a ceiling — once someone joins and proves they're outlier talent, we adjust quickly to make sure their compensation matches their impact.
Job titles may span more than one career level, so actual pay depends on skills, qualifications, experience, location, and market demand, among other factors. The range reflects base salary plus any variable, bonus, or sales incentives, and our estimate of the value of private company stock options where applicable. It's subject to change, and future stock value isn't guaranteed. Sword also offers additional benefits beyond total compensation.
Total Compensation Range
€83.300-€130.900 EUR
Country-specific benefits may vary and will be detailed separately.
Sword Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.
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