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DocPlanner is the world's largest healthcare platform, connecting 24 million patients with 280k doctors across 13 countries. This role sits at the intersection of Customer Success, operations, and special projects for PMS (Practice Management Systems)—the software DocPlanner clinics use to manage their agenda, EHR, invoicing, and patient records. The PMS portfolio spans third-party systems including Feegow (Brazil), Clinic Cloud (Spain), GIPO (Italy), and MyDr (Poland).
You will own and evolve the PMS Customer Success operating model across all products and markets, driving onboarding, engagement, retention, and churn prevention. Key responsibilities include:
- Owning the onboarding process revamp across PMS products, building on market-specific templates and rolling out across acquired companies.
- Leading the early-churn initiative: implementing a three-tier touchpoint model (post-onboarding, farming scoring, preventive churn), transitioning from manual/ticket-based execution toward CRM automation as processes migrate from HubSpot to Salesforce.
- Building the performance layer for PMS CS: defining KPIs, creating dashboards, and developing cohort views across onboarding quality, farming/retention scores, and preventive churn—partnering with BI, CRM/Ops, and the Retention team.
- Standardizing local-team governance and ways of working across markets, closing gaps between current country-specific PMS CS operations and a consistent, data-driven global model.
- Translating product priorities into actionable local execution and surfacing local realities back to product/global teams.
- Tracking performance of PMS CS initiatives, monitoring spend, and flagging risk proactively.
- Contributing to broader Clinics/Enterprise Customer Success strategic projects as the function evolves.
This is a strategic but highly hands-on role, ideal for someone who enjoys navigating ambiguity across local vs. global priorities, product vs. GTM alignment, and multiple PMS products and markets, while building scalable operations from the ground up.
REQUIREMENTS:
- Solid experience in project management, program management, customer success, or operations in a complex, multi-product/multi-market business.
- Prior exposure to at least one of SaaS, healthcare, or B2B operations; experience across two is a strong plus.
- Understanding of core Customer Success topics: onboarding, retention/farming, churn prevention, and customer journeys.
- Very proficient working with data: defining KPIs, translating business needs into reporting and dashboard requirements, comfortable partnering closely with BI.
- Experience working across multiple markets or in global/local operating models, able to translate global priorities into local execution and back.
- Hands-on experience with CRM tools such as Salesforce or HubSpot, and understanding of how customer/product-usage data supports operational decisions.
- Highly hands-on, resourceful, and comfortable operating in ambiguity across several products and markets simultaneously.
- Ability to coordinate across multiple stakeholders and functions—product, local CS/country leadership, BI, retention—without relying on formal authority.
- Clear communication, ability to build trust quickly, and skill navigating a complex, multi-market stakeholder landscape.
- Strategic thinking combined with strong execution mindset, favoring problem-solving and iterative progress over theoretical frameworks.
- Fluent English required; Spanish or Portuguese is a strong plus given the concentration of PMS markets.
