Customer Success Manager (x/f/m)

Posted on September 24, 2025 (about 2 hours ago)

About Doctolib

We0re a B Corp company committed to build together the healthcare we all dream of.

More than 2,900 Doctolibers in France, Germany, Italy, and the Netherlands are helping to improve the daily lives of care teams with a new generation of technologies and services.

At the same time, Doctolib is helping over 80 million patients to effectively manage their health and provide quick and easy access to optimal healthcare.

Job Description

As a Customer Success Manager with significant seniority, you will be responsible for the long-term satisfaction of our key accounts (hospitals, medical care centers) and contribute significantly to the digital transformation of healthcare. With your deep understanding of complex customer relationships and your extensive experience in strategic account management, you will play a central role in the company. You will work closely with the deployment and sales teams and always keep the sustainable development of your customers in focus.

Your role is special because:

We are specifically looking for an experienced Success Manager with at least 3 years of relevant professional experience, ideally in SaaS, healthcare, or managing complex enterprise customers. You bring extensive experience in actively managing large accounts, have successfully accompanied change processes, and have taken teams along both content-wise and strategically while inspiring them.

Your tasks

After onboarding our key accounts, you act as the central contact for hospital directors, medical directors, and department heads, developing sustainable and trustful customer relationships at eye level.
You independently manage strategic initiatives and develop your accounts purposefully based on sound analyses and a clear vision for a collaborative partnership.
You contribute your years of experience to the continuous development of our success strategy and have a keen sense for necessary prioritizations on both the customer and company sides.
You promote product loyalty and usage through structured support and identify potential early.
You independently carry out business and KPI analyses and derive concrete recommendations for action for your accounts.
You identify upsell opportunities and implement them in close cooperation with the key account sales team.
You actively contribute to the development of our key account success organization and bring your know-how in building processes, standards, and team structures.

What you bring

At least 3-5 years of professional experience in customer success, key account management, or comparable roles, ideally in healthcare or SaaS environments.
Strategic thinking combined with hands-on mentality and the ability to confidently manage complex stakeholder structures.
Proven success in the development, long-term retention, and strategic leadership of enterprise customers.
Passion for driving a success team forward with new ideas, structures, and strategic clarity and actively contributing to the further development of the area.
Strong communication skills, consulting competence at the C-level, and confident interaction with hospital management and medical directors.
Enjoy sharing knowledge, inspiring colleagues, and serving as an impetus giver within the team.

What we offer

A detailed, structured, and individual onboarding as part of our Doctolib Academy.
Perks and benefits such as public transport tickets, discounted memberships for the Urban Sports Club, lunch vouchers, and more.
Company pension plan.
28 vacation days plus 1 additional day for each full calendar year of employment (max. 30 days).
Extensive development opportunities such as in-house e-learning programs, learning days, and additional training (e.g., soft skill training, product-specific training, etc.).
A flexible working time model that enables hybrid and office-based work.

The Interview Process

Recruiter interview
Interview with the team lead
Interview and case study with the team lead
Final interview with our VP Hospitals
At least one reference check

Job Details

Permanent contract
Full-time
Berlin or Cologne
Immediate start
Hybrid allowed

Our Philosophy

We pursue the vision of improving everyone's health. This is also reflected in recruiting. We evaluate applications solely based on qualifications and motivation. Discrimination is not tolerated.

The more diverse our team and ideas are, the more our product can improve the health of our users. Therefore, we invite you to apply with us regardless of gender, religion, age, sexual orientation, ethnic origin, or disability. To ensure equal opportunities, you can omit information such as photos or age in your application. Please let us know what accommodations we can make to support you best.

We look forward to digitalizing healthcare with you!

All provided information is processed by Doctolib for application management. For details on data processing, please click here. If you have questions or wish to exercise your rights, please contact [email protected].