Customer Success Team Lead
Posted on October 24, 2025 (about 3 hours ago)
About Doctolib
We’re 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 90 million patients to effectively manage their health and provide quick and easy access to optimal healthcare.
Job Description
As a Customer Success Team Lead with profound seniority, you are responsible for the long-term satisfaction of our major customers (hospitals, medical care centers) and contribute significantly to the digital transformation of healthcare. With your deep understanding of complex customer relationships and many years of experience in strategic account management, you play a central role in the company. You work closely with the deployment and sales teams while always keeping the sustainable development of your customers in mind.
We are specifically looking for an experienced Success Manager with at least 8 years of relevant professional experience – ideally in the SaaS sector, healthcare, or managing complex enterprise customers. You bring extensive experience in actively managing large accounts, have successfully accompanied change processes, and have inspired and strategically guided teams.
Your Responsibilities
- After onboarding our major customers, you act as the central contact person for hospital directors, medical directors, and department heads – developing sustainable, trusting customer relationships at eye level.
- You independently manage strategic initiatives and develop your accounts purposefully – based on sound analyses and a clear vision for partnership collaboration.
- You contribute your extensive experience to the continuous development of our success strategy and have a keen sense for necessary priorities from the customer and company perspectives.
- You promote product retention and usage through structured support and identify potentials early.
- You independently conduct 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 participate in the development of our Key Account Success organization and contribute your know-how to building processes, standards, and team structures.
Your Profile
- At least 8 years of professional experience in Customer Success, Key Account Management, or similar roles – ideally in healthcare or SaaS environments
- Strategic thinking combined with a 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 to advance a Success Team with new ideas, structures, and strategic clarity – actively contributing to the development of the department
- Strong communication skills, consulting competence at the C-level, and confident demeanor in collaboration with hospital management and medical leadership
- Experience as a team lead
- Joy in sharing knowledge, inspiring colleagues, and acting as an impulse generator within the team
What We Offer
- A detailed, structured, and individual onboarding within our Doctolib Academy
- Perks and benefits such as public transportation ticket, discounted memberships for the Urban Sports Club, lunch vouchers, and more
- Company pension scheme
- 28 vacation days + 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 further training (e.g., soft skill training, product-specific training, and more)
- A flexible working time model that enables hybrid and office-based work
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
- Based in Berlin or Cologne
- Immediate start
- Hybrid working allowed
Our Philosophy
We pursue the vision of improving everyone's health. This is also reflected in our recruiting. We evaluate applications exclusively based on qualifications and motivation. Discrimination is not tolerated. The more diverse our team and ideas are, the more our product will 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 photos, age, etc. in your application. Please let us know what arrangements we can make to support you best. We look forward to digitalizing healthcare with you! All information provided will be 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 hr.dataprivacy(at)doctolib.com.
How to Apply
Please apply directly on the Doctolib careers website at https://careers.doctolib.com/career-jobs/ and submit your application for the Customer Success Team Lead position.