Customer Success Representative

About the role

Join our mission to modernize healthcare by improving digital access for everyone. As a Customer Success Representative, you will support our operations, manage client inquiries, and ensure high data quality to drive long-term satisfaction. In this position, you will own the end-to-end client journey for a portfolio of customers, acting as their primary internal advocate within Doctolib. You will be responsible for executing standardized operational workflows while maintaining rigorous standards for accuracy and documentation. The role requires a solution-oriented mindset to resolve complex requests independently and escalate appropriately when necessary. You will work closely with cross-functional teams to align on customer goals, retention strategies, and product optimization. Success in this position will be measured by your ability to foster customer trust, meet contractual obligations, and contribute to long-term growth metrics.

Key facts

What you'll do

• Execute standardized processes to manage your assigned customer portfolio with precision and consistency.
• Evaluate incoming requests by analyzing context and requirements, then coordinate internal routing to ensure efficient resolution.
• Maintain and update client data in the system of record, ensuring all records reflect accurate and current information at all times.
• Document all interactions comprehensively, capturing details in a way that supports continuity and clear institutional knowledge.
• Configure and optimize product settings based on client needs, aiming to improve the user experience and adoption of the platform.
• Manage the full client lifecycle, including contract signings, cancellations, and license transfers while adhering to internal policies.
• Collaborate with your team on a daily basis to review priorities, share insights, and meet goals regarding customer retention and expansion.
• Monitor account health indicators and identify early signals of risk or opportunity to initiate proactive conversations with stakeholders.
• Act as the central communication hub for your customers, handling inquiries via email, phone, and internal chat with professionalism.
• Support the implementation of process improvements by providing feedback from the field to refine workflows and documentation.
• Ensure compliance with data governance standards by following established protocols for handling sensitive information.
• Contribute to customer education initiatives by explaining product updates, best practices, and new features clearly and effectively.

Requirements

• Initial professional experience in customer-facing roles, such as student positions in customer success, support, internal sales, or similar operational functions.
• Ability to manage multiple tasks simultaneously with a structured approach, maintaining quality under moderate time constraints.
• Independent, solution-oriented mindset and strong team collaboration skills to work effectively within a distributed environment.
• High attention to detail regarding documentation and data quality, with a commitment to accuracy in every interaction.
• Strong communication skills for interactions via email, phone, and internal chat, using clear and professional language.
• Fluency in German (minimum C1) and proficiency in English (minimum B2) to engage with diverse stakeholders comfortably.
• Willingness to adhere to internal procedures and follow documented workflows without deviation.
• Capacity to maintain confidentiality and handle sensitive healthcare-related information with appropriate discretion.

Nice to have

• Experience in the healthcare sector, specifically within clinics or medical practices, providing context for industry-specific needs.
• Technical aptitude for software products and the ability to explain complex features in a simple and accessible manner.
• Familiarity with CRM systems like Salesforce, dashboards, and data-driven decision-making to support analytics and reporting.

Skills & tools

• CRM software (e.g., Salesforce) used for managing customer data and tracking interactions systematically.
• Data management and documentation practices to ensure records are complete, well-organized, and easily retrievable.
• Customer support workflows designed to streamline issue resolution and improve overall service quality.

Practical notes

• Benefits include 28 days of vacation (increasing to 30 days based on tenure), a sponsored Deutschlandticket, company health insurance, and a 40% employer-matched pension plan (15% during the probation period).
• We offer the Doctolib Parent Care program, including one month of extra parental leave, as well as mental health and coaching sessions.
• Additional perks include an Urban Sports Club membership, meal vouchers, breakfast buffets, and participation in the DoctoGrowth employee equity program.
• Support is available for caregivers and employees with disabilities, including flexible hours and medical leave.
• The interview process consists of a talent screening, a hiring manager interview, a final interview with a case study, and reference checks.
• This role is based in Berlin, Germany, and is a full-time, permanent position with an immediate start date.
• Candidates must be willing to work within the standard working hours as defined by local regulations in Germany.
• All selected applicants will be required to successfully complete the interview process before the offer can be finalized.
• Relocation support is not mentioned in this listing, so candidates should confirm their ability to start based on their current location.
• This position involves direct interaction with both internal teams and external clients, requiring strong interpersonal skills and professionalism.
• The successful candidate will be expected to uphold the values of Doctolib in all interactions, demonstrating integrity and commitment to the mission.