Customer Success & Operations Lead

Customer Success & Operations Lead

derdiedaswelt · librion · libelle akademie
Full-time · 100% Remote · Optional base: Bodrum, Türkiye

About us

We are a group of three interconnected organisations united by a single mission: helping internationally trained healthcare professionals build their career in Germany — from first steps to full approbation.

derdiedaswelt is a consultancy that guides doctors, dentists, and other healthcare professionals through the complete approbation journey in Germany — covering credential recognition, visa procedures, employer placement, and everything in between. derdiedaswelt.com · @derdiedaswelt_

librion is our medical German exam centre based in Bodrum, Türkiye — one of the few locations outside Germany where internationally trained physicians can prepare for and sit the FaMed (Fachsprachenprüfung Medizin) examination under official conditions, in a focused and professionally supportive environment.
librionbodrum.com · @librion.bodrum

libelle akademie is our German and medical German language academy, offering structured courses, intensive seminars, and targeted exam preparation for healthcare professionals at every stage of their language journey — from A1 through to FSP and FaMed readiness. libelleacademy.com · @libelleakademie_

Together, we operate as a close-knit, internationally distributed team working across time zones and borders, with a shared commitment to making one of life's biggest transitions — relocating and building a career in a new country — as smooth and supported as possible.

Why join us

• A global, human team — we work across Türkiye, Germany, and beyond, with colleagues who genuinely care about each other and the clients we serve
• Meaningful work — every client we support is taking a courageous step; your work directly shapes the outcome of that journey
• Remote-first culture — full flexibility to design your working day, with the infrastructure and team habits to support it
• An exceptional optional base — if you prefer working in person, our librion office in Bodrum offers a genuinely outstanding environment: Mediterranean setting, professional facilities, and a warm team on the ground
• Structured growth — dedicated training in OKR, Scrum, and Lean Operations from day one; we invest seriously in the people who join us
• Performance that pays — your contributions are reflected directly in your quarterly bonus and annual profit participation

Role overview

We are looking for an experienced and highly organised Customer Success & Operations Lead to join our remote team. This is a dual-function role combining client relationship management with internal process ownership. The successful candidate will serve as the primary point of contact for internationally trained healthcare professionals navigating their path to Germany, ensuring every individual receives timely guidance, consistent support, and the practical knowledge they need to succeed at each stage of their journey.

This role requires a high degree of empathy, structure, and initiative. You will be expected not only to track client progress and answer questions, but to proactively motivate clients through what is often a long, complex, and emotionally demanding process.

Key responsibilities

• Manage an active portfolio of clients — primarily doctors, dentists, and other healthcare professionals — across all stages of the Germany approbation and career integration process, maintaining full visibility of each client's status at all times
• Advise clients on the preparation of professional job application materials for the German labour market, including Bewerbungsanschreiben, Lebenslauf, and Bewerbungsmappe, in line with German professional standards
• Serve as the primary point of contact for client questions related to document requirements, credential recognition, language preparation, visa procedures, FaMed/FSP exam logistics, and employer expectations
• Proactively identify delays or risks within individual client journeys and take appropriate action to resolve them or escalate as needed
• Design, document, and continuously improve internal operational processes using Lean principles to ensure scalability and consistency across all client cases
• Define and monitor team and client success metrics through the OKR framework; facilitate regular sprint reviews and retrospectives in line with Scrum methodology
• Coordinate with external partners — including immigration consultants, language schools, exam centres, and employer contacts — on behalf of clients where required
• Maintain accurate and up-to-date documentation across all client cases using internal tools

Requirements

• German language proficiency at C1–C2 level, written and spoken, with the ability to review, edit, and advise on professional application documents in German
• Demonstrated experience in customer success, account management, or a client-facing operations role — ideally within a service-based, advisory, or healthcare education context
• Solid understanding of the German job application process and employer expectations, including the conventions of a professional Bewerbungsmappe
• Familiarity with structured operational frameworks; hands-on experience with OKR methodology, Scrum, or Lean Operations is a strong advantage
• Exceptional organisational skills and the ability to manage multiple client cases simultaneously without loss of quality or responsiveness
• Proven ability to work independently in a fully remote environment, with strong asynchronous communication habits
• Proficiency in English for internal team communication
• Additional language skills relevant to our client base — particularly Turkish, Arabic, or other languages spoken by internationally trained healthcare professionals — are considered a significant advantage

Training & development

We are committed to the professional growth of every team member. Upon joining, you will undergo structured training programmes in:

• OKR Framework — strategic goal-setting, quarterly planning cycles, and performance measurement
• Scrum Master — agile project facilitation, sprint management, and team retrospectives
• Lean Operations — process optimisation, waste elimination, and continuous improvement methodologies

CompensationComponentDetailsBase salary1,500 – 2,500 € gross per month, depending on experienceQuarterly performance bonusBased on individual and team client success metricsAnnual profit participationCompany profit shareLocation & working arrangements

This is a fully remote position open to candidates based anywhere within or close to European time zones. For those who prefer a physical working environment, our librion office in Bodrum, Türkiye offers an outstanding on-site option — professional, well-equipped, and set in one of the most beautiful locations on the Aegean coast.

How to apply

Please send your application by email to info@blackfountainstrategy.com with the subject line: Application – Customer Success & Operations Lead.

Your application should include:

• Cover letter in German — outlining your motivation, relevant experience, and why this role fits your profile (max. 1 page)
• CV / Lebenslauf — in German or English, in tabular format
• Relevant references or certificates, if available

We review applications on a rolling basis and will contact suitable candidates to arrange an initial interview.

Job Type: Full-time

Pay: 100,000.00TRY - 200,000.00TRY per month

Work Location: Remote