Senior Customer Experience Manager (x/f/m)

Role Summary

JOIN OUR MISSION, JOIN DOCTOLIB!

Together with us, you will shape the future of healthcare – digital, accessible and better for everyone. As a Senior Customer Success Manager (m/f/d), you are a technical expert in your team and your knowledge contributes significantly to the success of your customer portfolio. You develop convincing business arguments, support your team in challenging situations and continuously optimize processes and methods - for even better results and happier customers.

With your commitment, you will help make everyday work easier for healthcare professionals - so that they have more time for what really counts: the best possible care for their patients.

THERE ARE ALSO PARTICULARLY INTERESTING TO US

• Healthcare experience: Knowledge of healthcare, ideally from a practice or clinic environment
• Technical understanding: affinity for software products and the ability to explain even more complex features in an understandable way
• Data affinity: You enjoy working with CRM systems (e.g. Salesforce), dashboards and using data for decision-making

JOB DETAILS

• Permanent position
• Full time
• Place of work: Berlin
• Start date now

Our vision is to improve the health of everyone. This is also reflected in recruiting.

We evaluate applications solely on the basis of qualifications and motivation. We do not tolerate discrimination.

The more diverse our team and ideas are, the more our product will be able to improve the health of our users. That's why we invite you to apply to us, regardless of gender, religion, age, sexual orientation, ethnic origin or disability.

To ensure equal opportunities, you can forego information such as photos, age, etc. in your application. Please let us know what arrangements we can make to best support you. We look forward to digitizing the healthcare system with you!

All information provided will be processed by Doctolib for application management. For details on data processing, please click here https://doctolib.legal/B2C-Privacy-Policy-Career-DE. If you have any questions or would like to exercise your rights, please contact hr.dataprivacy(at)doctolib.com.

Responsibilities

• You are responsible for sales issues and develop convincing business arguments: You carry out contract extensions, develop customer benefits and support commercial implementation
• You identify growth opportunities and implement them: You identify opportunities for contract extensions, extensions and customer recovery and are responsible for these important customer contact points in close coordination with your team
• You pass on customer feedback in a structured manner: You forward important feedback and systemic topics to the relevant internal areas, thereby contributing to the continuous improvement of customer experiences
• You further develop working methods and processes: You identify potential for improvement, implement them and thus increase the effectiveness and scalability of customer service
• You work on solutions across departments: You work with relevant contacts to solve recurring issues and continuously improve overall customer service

Requirements

First of all, a quick note: If you don't exactly match the profile described below, but still think that the job advertisement suits your skills: feel free to apply anyway!

TO BECOME PART OF OUR TEAM YOU BRING THE FOLLOWING:

• 2-4 years of experience in customer success, account management or a comparable customer-focused role – ideally in a B2B SaaS environment
• Portfolio management skills: You keep track of many customers, prioritize intelligently and work data-driven
• Relationship strength: You build real partnerships, not just business relationships - authentic, empathetic and on an equal footing
• Commercial mindset: You understand business logic, recognize sales opportunities and enjoy taking responsibility for sales
• Hands-on mentality: You tackle things, coordinate independently and get things done - no "that's not my job"
• Communication: Very good German (at least C1) and good English (at least B2)

Benefits

WHAT WE OFFER YOU

• A Germany ticket sponsored by Doctolib if you work from the office or in hybrid mode
• 28 vacation days + 1 additional day for each full calendar year of employment (max. 30 days)
• The opportunity to work abroad for 10 days a year
• Company health insurance with great additional benefits
• A company pension scheme (bAV) with an employer contribution of 40% (15% during the probationary period)
• The Doctolib Parent Care Program, which includes extra parental leave (1 month) and much more
• Free mental health and coaching sessions via an external partner
• In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers
• A sponsored sports offer with our partner Urban Sports Club
• There is an offer for carers and employees with disabilities that includes more flexible working hours, additional time off for medical reasons and psychological support
• Participation in Doctolib's long-term employee participation program DoctoGrowth

About the Company

WHAT WE DO

Join a team of passionate and hardworking entrepreneurs to transform healthcare!

Working in the tech team at Doctolib involves building innovative products and features to improve the daily lives of care teams and patients. We work in feature teams in an agile environment, while collaborating with product, design, and business teams.

ABOUT OUR TECH ENVIRONMENT

Our solutions are built on a single, fully cloud-native platform that supports web and mobile app interfaces, multiple languages, and is adapted to the country and healthcare specialty requirements. To address these challenges, we are modularizing our platform run in a distributed architecture through reusable components.

Our stack is composed of Rails, TypeScript, Java, Python, Kotlin, Swift, and React Native.

We leverage AI ethically across our products to empower patients and health professionals. Discover our AI vision here https://careers.doctolib.com/ai-careers/!

We also invest in open, applied AI research. For example, our DoctoBERT project introduces open-source medical language models trained for French clinical text, with applications in named entity recognition, classification, and retrieval. Read the DoctoBERT practical guide https://huggingface.co/blog/hugging-science/doctobert-cookbook#introduction to learn more about how we bring deep AI research into practical healthcare applications.

Additional Information

• First interview with talent
• Interview with the hiring manager including case study
• Final call with Stefanie Möllenhoff- Head Of
• At least one reference check