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DocPlanner is the world's largest healthcare platform, connecting 24 million patients with 280k doctors across 13 countries. The company operates multiple healthcare marketplaces and SaaS products including ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda, serving doctors, clinics, and hospitals across Europe and Latin America.
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 includes third-party systems acquired or integrated: Feegow (Brazil), Clinic Cloud (Spain), GIPO (Italy), and MyDr (Poland). As PMS expands across products, clinic setups, and markets, this role brings structure to a complex, fast-moving space.
Key responsibilities include:
- Own and evolve the PMS Customer Success operating model across all 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 out across acquired companies.
- Own the early-churn initiative: implement 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.
- Build the performance layer for PMS CS: define KPIs, dashboards, and cohort views across onboarding quality, farming/retention scores, and preventive churn, partnering with BI, CRM/Ops, and the Retention team.
- Standardize local-team governance and ways of working across markets, closing gaps between current country-level PMS CS operations and a consistent, data-driven global model.
- Translate product priorities into actionable local execution and surface local realities back to product/global teams.
- Track performance of PMS CS initiatives, monitor spend, and flag risk proactively.
- Contribute 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, quick trust-building, and ability to navigate 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.
