Customer Success Manager • Senior

Who you are

You are an experienced Key Account Success Manager with a strong background in managing large customer accounts, particularly in the healthcare sector. With at least 3 years of relevant experience, you have a deep understanding of complex customer relationships and the strategic initiatives necessary to foster long-term satisfaction among clients. Your expertise in SaaS and enterprise customer management positions you as a key player in driving customer success and digital transformation in healthcare.

You excel in building and maintaining trust-based relationships with key stakeholders, including clinic directors and department heads. Your ability to navigate complex organizational structures and influence decision-makers is a testament to your strong interpersonal skills. You are proactive in identifying upsell and cross-sell opportunities, ensuring that your clients receive maximum value from their partnership with Doctolib.

Your analytical mindset allows you to continuously assess business and KPI data, deriving actionable insights that contribute to the success of your accounts. You are not just a point of contact; you are a strategic partner who guides clients through their digital transformation journey, ensuring they achieve their goals effectively.

Desirable

Experience in the healthcare industry is highly desirable, as is familiarity with SaaS solutions. You are comfortable leading change processes and inspiring teams to embrace new strategies and initiatives. Your ability to communicate effectively with both technical and non-technical stakeholders makes you a versatile asset to the organization.

What you'll do

In your role as a Senior Customer Success Manager, you will be the central point of contact for key accounts post-onboarding, ensuring that clients are satisfied and engaged with Doctolib's offerings. You will work closely with deployment and sales teams to align customer needs with business objectives, driving strategic initiatives that enhance customer satisfaction and retention.

You will take ownership of managing large accounts, steering strategic initiatives that promote growth and success. Your responsibilities will include identifying opportunities for upselling and cross-selling, collaborating with the Key Account Sales Team to maximize account potential. You will analyze business and KPI data to derive insights that inform your strategies and actions, ensuring that your clients are always receiving the best possible service.

Your role will also involve regular communication with clinic directors and department heads, fostering long-term relationships built on trust and mutual benefit. You will be instrumental in guiding clients through their digital transformation, helping them navigate challenges and seize opportunities in the evolving healthcare landscape.

What we offer

At Doctolib, we are committed to digitalizing healthcare and improving patient outcomes. We offer a collaborative work environment where your contributions will directly impact the success of our clients and the healthcare industry as a whole. Join us in our mission to transform healthcare through technology and innovation, and be part of a team that values your expertise and insights.

We encourage you to apply even if your experience doesn't match every requirement. Your unique perspective and skills could be exactly what we need to drive our mission forward.