Senior Customer Experience Manager (m/f/d)

Become part of our mission, become part of 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 subject matter expert in your team and contribute significantly to the success of your client portfolio with your knowledge. You develop compelling business arguments, support your team in challenging situations, and continuously optimize processes and methods – for even better results and more satisfied customers.

With your commitment, you help to make the daily work of healthcare professionals easier – so they have more time for what really matters: providing the best possible care for their patients.

Your Responsibilities:

• You are responsible for revenue-related topics and develop compelling business arguments: You conduct contract extensions, develop the customer benefit, and support with commercial implementation.
• You identify and implement growth opportunities: You identify opportunities for contract extensions, renewals, and customer recovery and are responsible for these important customer touchpoints in close coordination with your team.
• You relay customer feedback in a structured manner: You forward important feedback and systemic issues to the relevant internal departments, thereby contributing to the continuous improvement of customer experiences.
• You further develop working methods and processes: You identify areas for improvement, implement them, and thus increase the effectiveness and scalability of customer support.
• You work cross-functionally on solutions: You collaborate with relevant stakeholders to solve recurring issues and continuously improve overall customer support.

Your Profile

First, a brief note: If you don't exactly match the profile described below, but you still believe that the job advertisement fits your skills: Please 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-oriented role – ideally in the B2B SaaS environment.
• Portfolio management skills: You maintain an overview even with many clients, prioritize intelligently, and work data-driven.
• Relationship building skills: You build real partnerships, not just business relationships – authentically, empathetically, and on an equal footing.
• Commercial mindset: You understand business logic, recognize sales opportunities, and enjoy taking responsibility for revenue.
• Hands-on mentality: You take initiative, coordinate independently, and bring things to completion – no "that's not my job" attitude.
• Communication: Very good German (min. C1) and good English (min. B2).

We are particularly interested in:

• Healthcare experience: Knowledge of the healthcare sector, ideally from a practice or hospital setting.
• Technical understanding: Affinity for software products and the ability to explain even complex features understandably.
• Data affinity: You enjoy working with CRM systems (e.g., Salesforce), dashboards, and using data for decision-making.

What we offer you

• A Deutschlandticket 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.
• Company pension plan (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 through an external partner.
• In addition to healthy snacks and a regular breakfast buffet, we offer meal vouchers.
• A subsidized sports program with our partner Urban Sports Club.
• For caregivers and employees with disabilities, there is an offer that includes flexible working hours, additional time off for medical reasons, and psychological support.
• Participation in Doctolib's long-term employee incentive program DoctoGrowth.

The Interview Process

• First interview with Talent.
• Interview with the Hiring Manager including a Case Study.
• Final call with Stefanie Möllenhoff - Head Of.
• At least one reference check.

Job Details

• Permanent employment
• Full-time
• Location: Berlin
• Start date: immediately

We pursue the vision of improving everyone's health. This is also reflected in our recruiting. We evaluate applications exclusively based on qualification and motivation. Discrimination is not tolerated here.

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, regardless of gender, religion, age, sexual orientation, ethnic origin, or disability. 
To ensure equal opportunities, you can refrain from providing information such as photos, age, etc. in your application. Please let us know what arrangements we can make to support you in the best possible way. We look forward to digitizing healthcare with you!

All information provided will be processed by Doctolib for application management. For details on data processing, please click here. For questions or if you wish to exercise your rights, please contact hr.dataprivacy(at)doctolib.com.