Director Customer Success DE

About Doctolib - Together, let’s build the healthcare we all dream of

Doctolib is a leading European scale-up in healthcare. By law Doctolib is a purpose-driven company with 2 missions: 

• Powering health professionals and enabling them to have a better work life
• Helping people to be healthier and have easier and faster access to care

Since the creation of Doctolib in 2013 we innovate by forming a united team with health professionals, building technologies that meet their needs, creating tangible value, and being action-oriented in their service. As experts with a scientific approach, we understand how health professionals operate and care is delivered, striving for impactful products. Passionate about transforming healthcare, we lead in digital health technologies and aim to be a top healthcare AI company.

More than 2,900 Doctolibers in France, Germany, Italy and the Netherlands work on serving a network of more than 900,000 professional users and more than 90 million patients. 

The role

We are seeking a dynamic and experienced Director of Customer Success to lead our German customer success team, based in Berlin. The director will shape our customer experience journey, own the development and execution of our customer success strategy and lead the customer success team (70+ FTE). The ideal candidate will have an obsession with customer experience and a proven track record in SaaS customer success including driving value creation, satisfaction, retention and expansion. The role will report to the VP Customer.

What you’ll do

• Further develop our CX and customer success strategy together with the VP Customer and senior leadership 
• Take our customer success operating model to the next level, including organization, processes, tooling and data and build a high-performing team
• Expand our farming activities in light of an expansion of our product portfolio
• Drive operational excellence, customer obsession and product savviness within the team to increase customer satisfaction and up-/ cross-selling
• Foster collaboration within other customer-facing teams to make CX more seamless (esp. Sales and Customer Care)
• Become a valued sparring partner for our product teams as the voice of the customer
• Spread the culture of customer centricity and increase awareness around user pain points in the organization
• Embody and promote the Doctolib playbook & values 

Who you are

• You live and breath a CX mindset
• You have a track record of innovating and executing successfully in SaaS customer success (it’s a bonus if this experience is in targeting small to medium business customers and/or healthcare)
• You are creative, but also data driven
• You are results & impact oriented - but never forget that it is your team that delivers results
• You have built and managed great teams
• You think strategically, but are also pragmatic and hands-on
• You will regularly want to talk to “your” customers yourself 
• You can translate quantitative & qualitative insights on stated and observed customer behavior into actionable objectives  

• Interview with Talent Acquisition
• Interview with Hiring Manager
• Interview with business stakeholders
• Business case presentation
• Final interview with German Managing Director