Director Customer Success DE (x/f/m)

Together, let's build the healthcare we all dream of

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. 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 breathe 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
• You can speak German at a native speaker level and also have a very good command of English

What we offer

• A structured onboarding program - the Doctolib Academy
• A targeted training program to support you in your role as a manager
• 28 vacation days + 1 additional day for each completed calendar year of employment (max. 30 days)
• Company pension scheme
• Reimbursement of public transportation costs
• Discounted membership with our cooperation partner Urban Sports Club
• Offers to support your mental well-being through access to coaches and psychologists in cooperation with moka.care
• The Doctolib Parent Care Program, which includes extra parental leave (1 month), parent meetings and inspirational presentations
• Continuous training opportunities on various skills (e.g. soft skills, specialist knowledge & know-how)
• Meal vouchers and healthy snacks in the office, as well as regular breakfast or BBQ offers
• Modern, attractive offices that encourage interaction and promote well-being
• Regular team building & other events (Doctoberfest, Kids day...)

Interview process & job infos

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