About the Company
Docplanner Group operates a healthcare platform connecting patients with doctors across 13 countries. Its marketplaces, SaaS products, and AI tools help doctors, clinics, and hospitals manage daily tasks and provide patient care more efficiently.
Responsibilities
•Own and evolve the PMS Customer Success operating model across products and markets, covering onboarding, engagement, retention, and churn prevention
•Drive the onboarding process revamp across PMS products, building on market-specific templates and rolling them out across acquired companies
•Own the early-churn initiative and develop its three-tier touchpoint model, progressing from manual and ticket-based execution toward CRM automation as processes migrate from HubSpot to Salesforce
•Build KPIs, dashboards, and cohort views for onboarding quality, farming and retention scores, and preventive churn in partnership with BI, CRM/Ops, and Retention
•Standardize local-team governance and ways of working across markets to establish a consistent, data-driven global model
•Translate product priorities into actionable local execution and surface local realities to product and global teams
•Track PMS Customer Success initiatives, monitor spend, and proactively flag risks
•Contribute to broader Clinics/Enterprise Customer Success strategic projects as the function evolves
Requirements
•Experience in project management, program management, customer success, or operations in a complex, multi-product, multi-market business
•Exposure to at least one of SaaS, healthcare, or B2B operations
•Understanding of onboarding, retention/farming, churn prevention, and customer journeys
•Strong data skills, including defining KPIs and translating business needs into reporting and dashboard requirements; comfortable partnering with BI
•Experience across multiple markets or global/local operating models, translating global priorities into local execution and vice versa
•Hands-on experience with CRM tools such as Salesforce or HubSpot and understanding of how customer and product-usage data support operational decisions
•Resourceful and hands-on, comfortable working amid ambiguity across several products and markets
•Able to coordinate across product, local CS/country leadership, BI, and retention stakeholders without relying on formal authority
•Clear communicator who builds trust quickly and navigates complex, multi-market stakeholder relationships
•Strategic thinker with a strong execution mindset, favoring practical problem-solving and iterative progress
•Fluent English
Nice to have
•Experience across two of SaaS, healthcare, and B2B operations
•Spanish or Portuguese
Conditions
•Healthcare insurance
•Wellness benefits, including gym memberships and mental health support
•Paid time off for vacations, birthdays, and recharge days
•Local benefits may include meal vouchers, transport allowances, or extended parental leave, depending on location
•Remote work and flexible hours; flexibility depends on the role and team
•Visa sponsorship is not available; candidates must already have the legal right to work in their country of residence or the role location
