The posting
Company Description
At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients.
Learn more about our products here: https://pro.doctoralia.es/pro.doctoralia.es http://pro.doctoralia.es
Why join us?
📊 Real impact – We help doctors help patients. Your work truly makes a difference.
📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on.
✨ Shape the future, sustain growth – Make a difference now and build for long-term success.
Job Description
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. This spans the third-party PMSs Docplanner has acquired or integrated with: Feegow in Brazil, Clinic Cloud in Spain, GIPO in Italy, MyDr in Poland. As PMS expands across products, clinic setups, and markets, we are looking for someone who can bring structure to a complex, fast-moving space: shaping how we onboard, engage, and retain PMS customers, driving down early and preventable churn, and helping define the processes, metrics, and ways of working that let local teams operate consistently at global scale.
It's 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.
How will you make an impact?
- Own and evolve the PMS Customer Success operating model — onboarding, engagement, retention, and churn prevention — across all PMS products and markets (Feegow, Clinic Cloud, GIPO, MyDr, and others as the portfolio evolves).
- Drive the onboarding process revamp across PMS products, building on templates in specific markets and rolling it out across acquired companies.
- Own the early-churn initiative: the three-tier touchpoint model (post-onboarding, farming scoring, preventive churn), pushing it from manual/ticket-based execution toward CRM automation, as we progressively migrate CRM processes from Hubspot to Salesforce.
- Build the performance layer for PMS CS: 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 the gap between how countries currently run PMS CS and a consistent, data-driven global model.
- Help translate product priorities into actionable local execution and surfacing local realities back to product/global.
- Track performance of PMS CS initiatives, monitoring spend and flagging risk proactively.
- Contribute to broader Clinics/Enterprise Customer Success strategic projects as the function evolves.
Qualifications
What will help you thrive?
- Has solid experience in project management, program management, customer success, or operations in a complex, multi-product/multi-market business.
- Brings prior exposure to at least one of SaaS, healthcare, or B2B operations; experience across two is a strong plus.
- Understands core Customer Success topics — onboarding, retention/farming, churn prevention, and customer journeys.
- Is very proficient working with data: defining KPIs and translating business needs into reporting and dashboard requirements, comfortable partnering closely with BI.
- Has experience working across multiple markets or in global/local operating models, and can translate global priorities into local execution and back.
- Has hands-on experience with CRM tools such as Salesforce or HubSpot, and understands how customer/product-usage data supports operational decisions.
- Is highly hands-on, resourceful, and comfortable operating in ambiguity across several products and markets at once.
- Knows how to coordinate across multiple stakeholders and functions — product, local CS/country leadership, BI, retention — without relying on formal authority.
- Communicates clearly, builds trust quickly, and can navigate a complex, multi-market stakeholder landscape.
- Combines strategic thinking with a strong execution mindset, favoring problem-solving and iterative progress over theoretical frameworks detached from business reality.
- Fluent English is a must; Spanish or Portuguese is a strong plus given the concentration of PMS markets.
What to Expect from Our Hiring Process
We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role):
1️⃣ Intro Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation.
2️⃣TestGorilla – (SHL numerical reasoning assessment).
3️⃣Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with and your potential manager (Valentina Nannini) in this role. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too.
4️⃣Business Case – A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings.
5️⃣ Additional/ Final Interview (Optional) – A final conversation with another peer from our Global Team.
6️⃣ References & Offer!
Why You’ll Love It Here
💙 Global Benefits – No matter where you are, you’ll have access to:
- Healthcare insurance – so you can focus on what matters.
- Wellness that works for you – from gym memberships to mental health support, we’ve got you covered.
- Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.
📍 Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave.
🚀 Career Growth – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects.
🌎 A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment.
⏳ Flexibility That Works for You – Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna.
Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.
What We Believe In
At Docplanner, our values guide everything we do:
📊 Focus on results – we're here to make an impact.
🧠 Think like an owner – take responsibility, drive outcomes.
✂️ Keep it simple, keep it lean – smart solutions over complexity.
🔊 Be respectful and radically honest – openness builds trust.
📚 Learn and be curious – growth is part of the job.
Don’t just take our word for it—check out our Glassdoor https://www.glassdoor.com.br/Avalia%C3%A7%C3%B5es/DocPlanner-Avalia%C3%A7%C3%B5es-E1071394.htm?countryRedirect=true to hear what our people say!
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We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.
