Your scope

In a context of transformation, rapid innovation and new product launches, we are seeking a Director of Customer Success to shape the long tail and mid-market healthcare customers’ experience, own the development and execution of our customer success strategy and lead the customer success team. The ideal candidate will have an obsession with customer experience and a proven track record in SaaS customer success including driving value creation, satisfaction, retention and cross/upselling. The role will report to the VP Customer and is based in Berlin.

Your responsibilities include but are not limited to:

• Team Leadership & Structure: Lead, coach, and inspire a team of ca. 40 Headcounts (incl. 2 Heads of), organized across Account Management and Retention/Expansion. Assess and implement the optimal team structure to support both growth and customer outcomes.
• Customer Value & Experience: Own the full post-sales customer journey for practices from onboarding handover, through adoption, to expansion and retention.
• Operational Excellence: Redesign and optimize CS processes to move from manual work to data-driven, automated workflows. Leverage Salesforce and other CS tooling for KPI tracking, workflow efficiency, and customer health scoring.
• Expansion & Upsell: Build and execute proactive strategies for upselling, cross-selling, and generating warm leads for Sales - focusing on new solutions (e.g., Phone Assistant, Consultation Assistant, Clinical & Financial software).
• Retention & Churn Management: Lead efforts to analyze, reduce, and document avoidable churn - ensure compliant offboarding and increase customer save rates through root cause analysis and targeted actions.
• Customer Education: Oversee customer education initiatives (webinars, admin training, product usage guides) to drive product adoption and value for both SMB and Mid-Market customers.
• Cross-functional Collaboration: Be the key CS voice to Product, Operations, Deployment, and Sales - advocating for customer needs, supporting new launches, and driving self-serve adoption.
• Customer Centricity: Champion a commercial, value-driven mindset- shifting the team from pure consulting to “consult & sell,” and embedding customer centricity in every touchpoint.

Your impact

Within your first year you will have:

Team & Culture Transformation

• Embedded a proactive, commercially-minded culture - moving the team from a support/consulting focus to one that consistently drives customer value, upsell, and cross-sell.
• Established clear ownership and accountability across Account Management and Retention/Expansion teams for both SMB and Mid-Market segments.

Customer & Business Growth

• Delivered measurable improvements in net retention and customer lifetime value by increasing expansion/upselling (target: ~XX% of new MRR) and significantly reducing avoidable churn.
• Drove the launch and adoption of new product offerings (e.g., Phone Assistant, Clinical & Financial), resulting in clear top-line revenue growth (eg., +Xm net ARR for Phone Assistant) and improved customer satisfaction (NPS >30).

Scalable Excellence & Trusted Partnerships

• Scaled operational efficiency-enabling each CSM to serve more customers through process automation, better tooling, and data-driven decision making.
• Built strong, trusted partnerships with Product, Sales, Operations, and Deployment, ensuring the voice of the customer shapes new launches and continuous improvement.
• Delivered impactful customer education (webinars, trainings, guides), resulting in higher product adoption and tangible customer outcomes.

Who you are

• 10+ years in Customer Success, Account Management, or Customer Experience, with at least 5 in leadership roles (ideally in B2B SaaS/healthcare or similar B2B context, serving SMB customers).
• Demonstrated ability to drive operational excellence and commercial success, including retention, upsell, and cross-sell initiatives.
• Proven track record in building, scaling, and transforming large teams (40+), fostering a high-performance, results-oriented culture.
• Analytical and data-driven approach, with hands-on experience using Salesforce (or similar CS tooling) and a strong ability to translate customer insights - both quantitative and qualitative - into actionable objectives.
• You thrive in high-growth, fast-changing, and mission-driven environments, adapting quickly and effectively to new challenges.
• Focused on delivering results and impact, while empowering and enabling your team to succeed.
• Strategic thinker with a pragmatic, hands-on mindset; comfortable moving between vision and execution.
• You proactively engage with customers, ensuring their voice and experience inform decisions and priorities.
• Fluent German (C1-C2) and English; French a plus.

What we offer

• Company health insurance through our partner Allianz
• Minimum 28 days of paid leave
• Parent Care Program: receive one additional month of leave on top of the legal parental leave
• Free mental health and coaching services through our partner Moka.care
• For caregivers and workers with disabilities, a package including an adaptation of the remote policy, extra days off for medical reasons, and psychological support
• A flexible workplace policy offering both hybrid and office-based mode
• Work from EU countries and the UK for up to 10 days per year, thanks to our flexibility days policy
• Reimbursement of public transportation

Interview process & job infos

• Interview with Talent Acquisition
• Interview with Hiring Manager
• Interview with Business stakeholders & informal meeting with future team member
• Business case presentation
• Final interview with German Managing Director

Doctolib is an equal opportunities employer that values diversity. We welcome all applications and process them regardless of gender, religious affiliation, skin color, origin, sexual orientation, age, marital status or disability status.

All information submitted with this form will be processed by Doctolib for the purpose of managing applications. For more information about the processing of your application data by Doctolib, please click here.

If you wish to exercise your rights or have any questions about the processing of your data, you can contact us in writing at hr.dataprivacy(at)doctolib.com.