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

Customer Success Team Lead with long-standing experience in large healthcare customer business. As a Customer Success Team Lead with pronounced seniority, you will be responsible for the long-term satisfaction of our major clients (clinics, MVZ) and will significantly contribute to the digital transformation of healthcare. You will take a central role in the company with your deep understanding of complex customer relationships and your many years of experience in strategic account management. You will work closely with the deployment and sales teams while always keeping the sustainable development of your customers in mind.

What makes your role special: We are specifically looking for an experienced Success Manager with at least 8 years of relevant professional experience – ideally in SaaS, healthcare, or the management of complex enterprise customers. You bring extensive experience in actively managing large accounts, have successfully accompanied change processes, and have taken teams along both in terms of content and strategy, inspiring them.

Your tasks:

After onboarding our major clients, you act as the central contact person for clinic directors, medical directors, and department heads – and develop sustainable, trusting customer relationships at eye level.
You independently manage strategic initiatives and deliberately develop your accounts based on sound analyses and a clear vision for a cooperative partnership.
You bring your many years of experience to the continuous development of our success strategy and have a keen sense for necessary priorities on both the customer and company sides.
You promote product retention and usage through structured support and identify potential 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 collaboration with the key account sales team.
You actively contribute to the further development of our Key Account Success organization and bring your know-how to building processes, standards, and team structures.

Your qualifications:

At least 8 years of professional experience in customer success, key account management, or comparable roles – ideally in healthcare or SaaS environment.
Strategic thinking combined with hands-on mentality and the ability to confidently manage complex stakeholder structures.
Proven success in developing, retaining, and strategically leading enterprise clients.
Passion for advancing a success team with new ideas, structures, and strategic clarity – and actively contributing to the development of the area.
Strong communication skills, consulting competence at the C-level, and confident appearance when collaborating with clinic management and medical leadership.
Experience as a team lead.
Enjoy sharing knowledge, inspiring colleagues, and acting as an impulse generator within the team.

What we offer:

A detailed, structured, and individual onboarding as part of our Doctolib Academy.
Perks and benefits such as public transportation ticket, discounted memberships for 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 additional training (e.g., soft skill training, product-specific training, and more).
A flexible working time model that allows 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.
Berlin or Cologne location.
Starting immediately.
Hybrid work allowed.

Our philosophy

We pursue the vision to improve everyone's health. This is also reflected in our recruiting. We evaluate applications solely on the basis of qualification and motivation. Discrimination is not tolerated.

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

All provided information is processed by Doctolib for application management. For data processing details, click here. If you have questions or wish to exercise your rights, please contact hr.dataprivacy(at)doctolib.com.