Tucuvi is the global leader in clinical Conversational AI in healthcare.

Our mission is to enable efficient and effective care for all, starting with AI-led phone consultations that augment care teams' capacity. Our safe and medical-grade AI autonomously conducts low-risk clinical calls, inbound and outbound, streamlining caseload, augmenting patient reach, and improving patient outcomes.

In Europe, our product, an AI Care management platform powered by an AI Clinical Agent named LOLA, is CE-marked as a SaMD (Software as a Medical Device).

Our enterprise-grade technology is implemented in +50 care settings, improving tens of thousands of patients' lives in more than 40 different care pathways. We partner with leading healthcare systems to transform patient care and augment healthcare professionals’ capacities.

🎬 Click here if you want to see more about Tucuvi.

🧑‍⚕️ If you want to see our impact on people's lives, click here.

CONTEXT

We’re growing fast, expanding the number of healthcare organizations we partner with and the use cases we support. Our Customer Success team plays a central role in ensuring these partnerships are impactful, sustainable, and scalable.

We already have an incredible CS team leading product adoption, defining success metrics, and driving customer satisfaction and growth. Now, we’re looking for a Director of Customer Success to lead this team and take ownership of the strategies, processes, and initiatives that ensure our customers thrive.

WHAT YOU’LL DO

As Director of Customer Success, you’ll lead our Customer Success team, reporting directly to the CEO and being part of the leadership team of Tucuvi.

You’ll be responsible for the key metrics that define success: customer retention, engagement, NPS, and revenue expansion. You’ll also grow the team, coach and support its members, and build the infrastructure for scalable, high-impact customer success operations. Here is a more detailed description of what we expect to happen during your first months with us:

What to expect during your first months with us

During your first month:

• Get familiar with our internal processes, tools, clients, and team.
• Deeply engage with your team to understand current workflows, challenges, and opportunities.
• Begin developing relationships with key accounts.

By the end of month three:

• Evaluate and optimize customer success workflows and communications.
• Stay hands-on with clients and collaborate closely with Sales, Product, and Marketing.
• Review and act on client data to improve engagement, satisfaction, and expansion opportunities.
• Owning your key metrics.

From month 3 onwards:

• Review, define and execute a long-term strategy for Customer Success, partnering with Product, Sales and Marketing, and aligning with company growth goals and customer needs.
• Drive improvements in retention and NRR by implementing scalable playbooks and data-driven interventions, incorporating proactive risk management and expansion strategies.
• Support the hiring and onboarding of new CS team members, while mentoring existing team leads.
• Build executive-level relationships within key customer accounts, positioning Tucuvi as a strategic partner.

RESPONSIBILITIES

• Own Customer Success team processes and customer journey, ensuring seamless onboarding, adoption, and ongoing success.
• Own customer outcomes, engagement, satisfaction, and expansion.
• Establish scalable systems, tools, and playbooks to support a consistent and repeatable customer success process.
• Act as a strategic partner to provider organizations, integrating Tucuvi’s solutions into clinical workflows and operational systems.
• Serve as a key voice of the customer, driving cross-functional collaboration and informing product and service strategies.
• Represent Customer Success as a member of the broader leadership team, contributing to overall company direction.
• Close collaboration with Sales, Product and Marketing teams for client renewal and growth strategies.
• Support the sales team on high-value RFPs and finalist discussions
• Build and maintain strong relationships with key decision-makers at client organizations

WITH WHOM YOU WILL WORK

You’ll work closely to Maria, our founder and CEO, and with our Customer Success team, that today is composed of Mireia, Kikí, and Jaume as CSM and Claudia as Clinical Enablement Manager.

REQUIREMENTS

This role is ideal for someone who thrives in high-growth environments, is energized by impact and ownership, and is excited to help shape the future of AI in healthcare, playing a key role in how our customers adopt, use, and expand with Tucuvi, ensuring our technology drives real-world impact for patients and care teams.

The ideal candidate should have:

• >8 years in customer success, implementation, or account management in healthcare.
• Proven experience as team manager, builder and leader with a passion for coaching and mentorship.
• Operated strategically and tactically; strong cross-functional collaborator and hands-on.
• Primary ownership in strategic account relationships for a sustained time period.
• A growth mindset that has been demonstrated by the ability to grow strategic accounts and contribute to financial objectives
• A data mind: an understanding of the key metrics to monitor and how to effect improvement in them
• Fluent communication both in Spanish and English.
• Based in Spain. The position is 100% remote, but the role will be willingness to travel (20–40%).

WHAT WE OFFER

• 💰 Fix and variable salary
• We also have flexible benefits through Cobee (ticket restaurant, transport, nursery...).
• 🌍 Remote work in an async environment.
• 🕓 Flexible working hours.
• 💃 Teambuildings three time per year.
• 🏖️ 23 days per year + your birthday + 6 local and regional holidays added to your calendar (so we can choose when to enjoy them)
• 🧑‍🏫 Budget for training and personal development.
• 💻 A laptop (Mac or Linux) + the equipment that you need (screen…)
• 🛫 & last but not least, the possibility to join a team of good and ambitious people where you can create a real impact on people's lives.

Wanna know more ⁉️ Are you interested in the position but you don’t meet all the requirements ⁉️ Get in touch with us:

Sofia Nikolaeva

People & Culture Associate

s.nikolaeva@tucuvi.com