Director Customer Success DE (x/f/m)

Job Description

Doctolib is seeking a Director of Customer Success to lead their German customer success team in Berlin. The Director will be responsible for shaping the customer experience journey, owning the development and execution of the customer success strategy, and leading the customer success team. The ideal candidate will have a strong focus on customer experience and a proven track record in SaaS customer success, including driving value creation, satisfaction, retention, and expansion. The role reports to the VP of Customer.What this role involves:

• Further developing the CX and customer success strategy.
• Taking the customer success operating model to the next level.
• Expanding farming activities.
• Driving operational excellence and customer obsession.
• Fostering collaboration within customer-facing teams.
• Becoming a valued sparring partner for product teams.
• Spreading the culture of customer centricity.
• Embodying and promoting the Doctolib playbook & values.

Requirements:

• A CX mindset.
• A track record of innovating and executing successfully in SaaS customer success.
• Creative and data-driven approach.
• Results & impact orientation.
• Experience building and managing great teams.
• Strategic and pragmatic thinking.
• Ability to translate customer insights into actionable objectives.
• Native-level German and very good command of English.

What Doctolib offers:

• A structured onboarding program (Doctolib Academy).
• A targeted training program.
• 28 vacation days + additional days based on tenure.
• Company pension scheme.
• Reimbursement of public transportation costs.
• Discounted Urban Sports Club membership.
• Offers to support mental well-being.
• The Doctolib Parent Care Program.
• Continuous training opportunities.
• Meal vouchers and healthy snacks.
• Modern, attractive offices.
• Regular team building & other events.