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Doctolib is seeking a (Senior) Key Account Success Manager to join the Hospital Success team in Berlin. In this role, you will manage a dedicated portfolio of hospital and clinic customers, serving as their primary point of contact at the executive level. You will drive strategic account growth, identify cross-selling opportunities, 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 pursue cross-selling opportunities to drive account growth and increase MRR
- 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
You will work in a hybrid model (3 days per week in office) with flexibility to work 10 days per year from abroad. The role is based in Berlin or Cologne, with immediate start available.
Requirements:
- Sales motivation: Passion for sales, cross-selling, negotiations, and achieving personal MRR targets; view customer success as a sales discipline
- C-level competency: Communicate confidently with decision-makers as equals and build trusted, long-term relationships
- Account management expertise: Independently manage a fixed customer base, identify potential early, and develop accounts strategically
- Product and customer orientation: Deep product knowledge and ownership of customer success, willing to go the extra mile
- Teamwork and reliability: Constructive collaboration with internal stakeholders; honest, motivated, and persistent
- Tech affinity: Open and curious approach to digital products and technical topics; quick adaptation to SaaS environments
- Language skills: German at C1 level and good English proficiency
Nice-to-have:
- 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
