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Doctolib is seeking a Team Manager for Account Management to lead the Customer Success & Account Management team for existing customers in Berlin. Over half a million healthcare professionals and millions of patients use Doctolib daily. In this full-time role, you will manage a team of 6-10 Customer Success Managers and Account Managers, balancing both customer retention post-implementation and revenue growth within existing accounts.
Key Responsibilities:
- Lead and develop a team of 6-10 Customer Success and Account Managers through coaching, goal-setting, 1:1s, and recruitment
- Develop and implement upsell and cross-sell strategies for the existing customer portfolio with focus on long-term customer success
- Ensure excellent post-implementation customer support; your team serves as the primary point of contact for optimal software utilization
- Build processes that make retention and growth predictable: segmentation, health scoring, escalation paths, and handoffs between Sales, Implementation, and Support
- Drive performance using relevant KPIs (Net Revenue Retention, Churn, Upsell Revenue, Activation Rate) and report regularly to leadership
The role combines two key responsibilities: ensuring existing customers succeed with Doctolib post-implementation while driving growth and expansion within those accounts. You will work in a fast-growing environment and lead your team through change while maintaining focus on sustainable customer relationships.
Requirements:
- Minimum 3 years of experience in people management of a team in Customer Success, Account Management, or Sales, ideally with exposure to both domains
- Proven revenue responsibility: you have carried a team quota or expansion goal 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 professionals or success managers—onboarding, call coaching, performance conversations
- Proficiency with CRM systems (e.g., Salesforce) and ability to derive decisions from data
- Negotiation skills and persuasiveness 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
