Docplanner

Global Project Manager - Customer Success PMS (Clinics/Enterprises)

Wrocław. Posted a month ago

The role

This role manages the Customer Success operating model for Practice Management Systems (PMS) across multiple products and markets. You will drive onboarding, retention, and churn prevention while building scalable global processes and performance metrics.

What you will do

  • Own and evolve the PMS Customer Success operating model across all products and markets
  • Drive the onboarding process revamp across PMS products
  • Own the early-churn initiative and push toward CRM automation
  • Build the performance layer for PMS CS including KPIs and dashboards
  • Standardize local-team governance and ways of working across markets
  • Translate product priorities into actionable local execution
  • Track performance of PMS CS initiatives and monitor spend
  • Contribute to broader Clinics/Enterprise Customer Success strategic projects

Required qualifications

  • Solid experience in project management, program management, customer success, or operations in a complex, multi-product/multi-market business
  • Understands core Customer Success topics such as onboarding, retention/farming, churn prevention, and customer journeys
  • Very proficient working with data for defining KPIs and reporting
  • Experience working across multiple markets or in global/local operating models
  • Hands-on experience with CRM tools such as Salesforce or HubSpot
  • Ability to coordinate across multiple stakeholders and functions without formal authority
  • Fluent English

Nice to have

  • Experience across two of SaaS, healthcare, or B2B operations
  • Spanish or Portuguese

Benefits

  • Healthcare insurance
  • Gym memberships
  • Mental health support
  • Vacation time
  • Birthday time off
  • Meal vouchers (ticket restaurant)
  • Transport allowances
  • Extended parental leave

Before you apply

  • Must already have the legal right to work in your country of residence or the location of the role
  • We are not able to sponsor visas for this position
  • Intro Chat
  • TestGorilla (SHL numerical reasoning assessment)
  • Hiring Manager Interview

About the company

Docplanner Group is the world's largest healthcare platform, connecting 24 million patients with 280k doctors across 13 countries. They provide marketplaces, SaaS and AI tools to help doctors, clinics and hospitals work more efficiently.