Customer Success Manager

Customer Success Manager About kaiko.ai Kaiko is building a next-generation agentic clinical AI assistant that helps clinicians reason across patient data, guidelines, and diagnostics. Healthcare decisions are rarely made by a single person or from a single data source. kaiko’s assistant maintains longitudinal patient context across encounters, clinicians, and institutions, enabling collaboration, second opinions, and complex diagnostic workflows. The system is designed to operate safely in real clinical environments, with human oversight, auditability, and regulatory alignment at its core. Our assistant core supports broadly applicable clinical tasks such as patient data navigation, guideline interaction, multimodal interaction (chat and voice), and care coordination. On top of this foundation, we are developing specialized diagnostic agents in areas such as oncology, radiology, and pathology. We build in close collaboration with leading hospitals and research centers, including the Netherlands Cancer Institute (NKI). kaiko is a well-funded company with a growing international team, operating from Zurich and Amsterdam. About the role As Kaiko rapidly scales its commercial footprint, we need to ensure every new hospital implementation delivers a seamless onboarding experience, strong adoption, and measurable value from day one. Our ability to turn pilots into long-term partnerships depends on how well we support customers through implementation and beyond. As a Customer Success Manager, you will own hospital implementations, build trusted relationships with users and stakeholders, and help customers realize value quickly. You will play a key role in shaping a best-in-class onboarding and support model that drives retention, expansion, and pilot-to-paid conversion. This is an exciting opportunity to join Kaiko as an early member of a growing Customer Success function, work cross-functionally with clinical, business, and technical teams, and help define the playbook for how we scale customer success in healthcare. You will be based in the Netherlands with the expectation of spending at least 50% of your time at the office. Some areas of responsibility You’ll own onboarding and implementation for hospital customers, ensuring a smooth and high-quality launch experience. You’ll build strong relationships across clinical, operational, and business stakeholders to drive adoption and long-term success. You’ll proactively identify risks, solve problems, and coordinate cross-functionally to keep accounts on track. You’ll help shape and improve Kaiko’s Customer Success playbook as the function scales. About you You have 3–4 years of professional experience in healthcare, healthcare operations, customer success, implementations, or a related field. You understand hospital workflows and have strong empathy for the administrative burden faced by healthcare teams. You have experience managing complex projects, implementations, or change initiatives across multiple stakeholders. You are excited by AI and the role technology can play in improving healthcare delivery and operations. You take ownership and stay close to the details within the accounts you manage. You are analytical, proactive, and able to anticipate challenges before they become problems. You build trust easily and communicate effectively with clinical, business, and technical audiences. You are fluent in Dutch and English. Nice to have: Experience in software, SaaS, or health tech. Familiarity with CRM systems and AI tools. Experience in a startup or other fast-paced, cross-functional environment. We are excited to gather a broad range of perspectives in our team, as we believe it will help us build better products to support a broader set of people. If you’re excited about us but don’t fit every single qualification, we still encourage you to apply: we’ve had incredible team members join us who didn’t check every box! Why kaiko At kaiko, we believe the best ideas come from collaboration, ownership and ambition. We’ve built a team of international experts where your work has a direct impact. Here’s what we value: Ownership: You’ll have the autonomy to set your own goals, make critical decisions, and see the direct impact of your work. Collaboration: You’ll have to approach disagreement with curiosity, build on common ground, and create solutions together. Ambition: You’ll be surrounded by people who set high standards for themselves and others, who see obstacles as opportunities, and who are relentless in their work to create better outcomes for patients. In addition, we offer: An attractive and competitive salary, a good pension plan, and 25 vacation days per year. Great offsites and team events to strengthen the team and celebrate successes together. A EUR 1000 learning and development budget to help you grow. Autonomy to do your work the way that works best for you, whether you have a kid or prefer early mornings. An annual commuting subsidy. Our interview process Our interview process is designed to assess mutual fit across skills, motivation, and values. It typically includes the following steps: Screening call: A short conversation to align on your motivation, professional goals, and initial fit for the role. Technical interview: A deep dive into your problem-solving approach through a technical challenge, case study, or role-specific scenario. Onsite meeting (optional): You’ll meet team members across functions to explore collaboration dynamics, team fit, and day-to-day context. Final executive conversation: A discussion with a member of the executive team focused on long-term alignment and shared expectations for impact. Locations Amsterdam Remote status Hybrid Amsterdam