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Doctolib is seeking a (Senior) Key Account Success Manager to join the Hospital Success team in Cologne, Germany. In this role, you will manage a dedicated portfolio of hospital and clinic customers, serving as their primary point of contact and strategic partner. You will work at eye level with C-suite decision-makers to drive account growth and ensure customer success with the Doctolib platform.
Key Responsibilities:
- Independently manage and develop a fixed customer base of hospitals and clinics, building long-term, trust-based relationships including quarterly executive-level touchpoints
- Identify and actively drive cross-selling opportunities to increase account growth
- Lead negotiations confidently, create contracts, track progress, and reliably close deals
- Analyze customer and business metrics (MRR, KPIs), identify trends early, and derive concrete action plans
- Collaborate closely with Sales, Deployment, and Technical Project Management teams to solve challenges quickly and drive customer success
Required Qualifications:
- Sales motivation: You enjoy sales, cross-selling, negotiations, and achieving personal MRR targets; you view customer success as a sales discipline
- C-level competency: You communicate confidently with decision-makers as equals and build trusting, long-term relationships
- Account management expertise: You independently manage a fixed customer base, identify potential early, and develop accounts strategically
- Product and customer orientation: You deeply understand the product, take ownership of customer success, and go the extra mile
- Teamwork and reliability: You collaborate constructively with internal stakeholders and are honest, motivated, and dependable
- Tech affinity: You approach digital products and technical topics openly and curiously, and navigate SaaS environments quickly
- Language skills: German language proficiency at C1 level and good English skills
Preferred Qualifications:
- Experience in healthcare or hospital environments
- Experience managing strategic key accounts with multiple stakeholders
- Affinity for AI topics and interest in identifying potential for customers and internal processes
