Lead Product Manager - Customer Success AI Automation (x/f/m)

<h2><strong>What we do</strong></h2> <p>Doctolib builds the operating system for healthcare, connecting patients and healthcare professionals through scheduling, telehealth, practice management, and a growing set of workflow tools. Our Customer Success organization is evolving with AI to deliver faster, safer, and more proactive support to our customers —automating repetitive workflows, surfacing the right guidance at the right time, and integrating deeply with the tools customer teams rely on every day.</p> <h2><strong>What you'll do</strong></h2> <p>Staff PMs at Doctolib are not necessarily attached to a specific feature team. Depending on strategic needs, they can focus on one feature team or address key product concerns across their domains. This is an IC, expert role. <strong>Not a management role</strong>. </p> <p>You will start with a mission within Customer Success, leading an end‑to‑end AI automation initiative that:</p> <ul> <li>Maps and prioritizes the highest‑impact support workflows (from intake to resolution), then designs AI‑first automations across intent detection, triage, routing, resolution, and proactive follow‑ups.</li> <li>Maps and prioritizes the highest‑impact Operations workflows, starting with Customer Support, from intake to request resolution</li> <li>Designs AI‑first automations across intent detection, triage, routing, resolution, and proactive follow‑ups to increase operational efficiency and focus our agents on actions with higher added value</li> <li>Combines LLMs with deterministic rules, human‑in‑the‑loop controls, and safety guardrails; you will define quality bars, escalation paths, and compliance boundaries.</li> <li>Integrates deeply with Salesforce (Service Cloud), knowledge bases, product telemetry, and internal tools to orchestrate smart yet reliable, auditable, and measurable flows.</li> <li>Establishes clear KPIs and evaluation loops ( first‑contact resolution, time‑to‑resolution, CSAT), and iterates quickly to drive step‑change improvements in operational efficiency and practitioner experience.</li> <li>Partners closely with Operational teams e.g. Customer Support, Engineering, and Data/Data Science to scale best practices across markets, channels, and languages—ensuring automation augments, not replaces, human expertise.</li> </ul> <h2><strong>Who you are</strong></h2> <p>Before you read on — if you don't have the exact profile described below, but you feel this job description matches your skill set, we still encourage you to apply.</p> <ul> <li>8+ years in Product Management with ownership of complex, cross‑functional systems</li> <li>Proven track record shipping AI or ML‑powered workflows at scale, with adoption and measurable impact: you’ve improved operational KPIs through workflow automation.</li> <li>Strong applied AI product skills: prompt/flow design, evaluation frameworks, guardrails, and human‑in‑the‑loop for quality and safety.</li> <li>Proficiency with Salesforce for customer teams (Service Cloud objects, routing, macros/flows, integrations) and data‑driven decision‑making.</li> </ul> <p>Now it would be fantastic if you also have:</p> <ul> <li>Experience in B2B SaaS with deep understanding of customer support/success dynamics and metrics</li> <li>Experience in implementing AI systems with complex knowledge base management and RAG‑style systems.</li> <li>Familiarity with healthcare‑grade constraints (privacy, data protection, auditability) and enterprise change management.</li> </ul> <h2><strong>What we offer</strong></h2> <ul> <li>Free comprehensive health insurance for you and your children</li> <li>Parent Care Program: receive one additional month of leave on top of the legal parental leave</li> <li>Free mental health and coaching services through our partner Moka.care</li> <li>For caregivers and workers with disabilities, a package including an adaptation of the remote policy, extra days off for medical reasons, and psychological support</li> <li>Work from EU countries and the UK for up to 10 days per year, thanks to our flexibility days policy</li> <li>Work Council subsidy to refund part of sport club membership or creative class</li> <li>Up to 14 days of RTT</li> <li>A subsidy from the work council to refund part of the membership to a sport club or a creative class</li> <li>Lunch voucher with Swile card</li> </ul> <h2><strong><br/></strong><strong>The interview process</strong></h2> <ul> <li>Recruiter Interview with Maxime Balme (Product recruiter)</li> <li>Hiring Manager Interview with Kenza Ibnattya (Product Director, customer success)</li> <li>Memo &amp; Live-case with Kenza and François Breysse (VP Product)</li> <li>Behavioral Interview with Engineers and/or Care teams from the domain</li> <li>At least one reference check</li> </ul> <h2><strong>Job details</strong></h2> <ul> <li>Permanent position</li> <li>Full-time</li> <li>Paris Levallois OR Nantes - Hybrid (2-3 days in office)</li> <li>Start date: as soon as possible</li> </ul> <p><br/>