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Doctolib is seeking a Team Lead for Customer Success to manage and grow the existing customer base in Berlin. Over half a million healthcare professionals and millions of patients use Doctolib daily. This role combines two key responsibilities: ensuring existing customers achieve success with the platform post-implementation, and driving growth and expansion within those accounts.
You will lead a team of 6-10 Customer Success Managers and Account Managers with shared retention and expansion targets. Your responsibilities include:
• Leading and developing your team through coaching, goal-setting, 1:1s, and recruitment of new team members
• Developing and implementing upsell and cross-sell strategies for the existing customer portfolio, with a focus on long-term customer success rather than short-term deals
• Ensuring excellent post-implementation customer support; your team is the primary point of contact for sustainable and optimal software utilization
• Building processes that make retention and growth predictable: customer segmentation, health scoring, escalation paths, and handoffs between Sales, Implementation, and Support
• Managing KPIs including Net Revenue Retention, churn rate, upsell revenue, and activation rate; providing regular reporting to leadership
Doctolib is a healthcare platform that digitizes health services across Germany. The role is based in Berlin and is a full-time, permanent position starting immediately.
REQUIREMENTS:
• Minimum 3 years of direct people management experience in Customer Success, Account Management, or Sales, ideally with exposure to both domains
• Proven revenue responsibility: you have carried a team quota or expansion target and understand pipeline management and forecasting
• Prior B2B sales experience before moving into management; you can conduct customer conversations yourself, not just evaluate them
• Experience coaching and developing sales or success managers, including onboarding, call coaching, and performance conversations
• Proficiency with CRM systems (e.g., Salesforce) and ability to derive decisions from data
• Negotiation skills and persuasiveness, even in difficult customer situations and with decision-makers
• Strong communication skills with customers, cross-functional teams, and international teams
• Ability to prioritize in a fast-growing environment and lead your team through change
• Fluent German and good English
PREFERRED QUALIFICATIONS:
• SaaS experience, particularly with complex products and recurring revenue models
• Knowledge of the German healthcare system or sales experience with medical practices, MVZs, or clinics
• Experience building or scaling a team, not just managing it
• Proficiency with reporting and analytics tools
