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Doctolib is seeking a Team Manager for Customer Success to lead the post-implementation success and account growth efforts for existing customers in Berlin. Over half a million healthcare professionals and millions of patients use Doctolib daily.
You will manage a team of 6–10 Customer Success Managers and Account Managers, balancing two core responsibilities: ensuring existing customers achieve success with Doctolib after implementation, and driving revenue growth within those accounts. Your team will work toward shared retention and expansion targets.
Key Responsibilities:
- Lead, coach, and develop a team of 6–10 CSMs and Account Managers, including 1:1s, goal-setting, performance management, and hiring
- Develop and execute upsell and cross-sell strategies for the existing customer portfolio, prioritizing long-term customer success over short-term deals
- Ensure excellent post-implementation customer support; your team is the primary point of contact for optimal software utilization
- Build processes that make retention and growth predictable: customer segmentation, health scoring, escalation paths, and handoffs between Sales, Implementation, and Support
- Drive performance using key metrics (Net Revenue Retention, churn, upsell revenue, activation rate) and report regularly to leadership
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 know how to achieve it through 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
- Strong negotiation and persuasion skills, especially in difficult customer situations and with decision-makers
- Excellent communication skills with customers, cross-functional teams, and international colleagues
- Ability to prioritize and lead teams through change in a fast-growing environment
- Fluent German and good English
Nice-to-Have:
- SaaS experience, particularly with complex products and recurring revenue models
- Knowledge of the German healthcare system or sales experience with practices, medical centers, or clinics
- Experience building or scaling teams, not just managing them
- Proficiency with reporting and analytics tools
