Customer Success Team Manager | B2C

Doctoralia Brasil; Vila Velha; Híbrido; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading healthcare platform is seeking a mid-senior level Customer Success Manager. The role involves building and leading a high-performance team, ensuring effective onboarding and customer retention. Candidates should have experience in SaaS settings, strong communication skills in English, and a strategic mindset. Benefits include flexible working hours, hybrid work model, and various health and wellness perks.

Serviços

Compensatory time off

Food / Market Voucher

Medical and Dental Insurance

Pet Plan

Mental health support

Gympass membership

Stock Options

Birthday Day Off

Daycare Assistance

Referral Program

Qualificações

• Previous management experience in Customer Success at a SaaS company.
• Ability to communicate effectively in English with global teams.
• Strong execution capability combined with a strategic mindset.

Responsabilidades

• Build and develop a high-performance Customer Success team.
• Lead onboarding and retention teams, ensuring goals are met.
• Guide team in priority management and workload balancing.

Conhecimentos

Leadership in Customer Success

Advanced English

Strategic mindset

Excellent communication skills

Analytical skills

Ferramentas

CRM tools like HubSpot

Descrição da oferta de emprego

Company Description

Do you want to work on the largest healthcare platform in the WORLD?

We are Doctoralia, a Docplanner Group company present in 13 countries, serving more than 55 million patients and processing over 15 million appointments per month.

We currently have more than 2 million healthcare professionals in our database, totaling approximately 10 million patient evaluations to date.

Our mission is to \"help people live longer, healthier lives.\"

Through a diverse range of services, we serve different audiences : our marketplace, which allows patients to schedule and evaluate appointments and doctors at any time of the day or night, and our SaaS system aimed at optimizing office management, patient flow, and online bookings—all via an internet platform and iOS / Android apps.

Here at DOC, we value and celebrate diversity in all its forms.

We are committed to attracting diverse talent regardless of gender, race, sexual orientation, religion, nationality, age, or physical condition, and to building an inclusive and welcoming team where each individual can excel and contribute their best.

Job Description

• Build, develop, and scale a high-performance team of Customer Success leaders and professionals, fostering a culture of excellence, efficiency, and results orientation.
• Lead onboarding, adoption (farming), and retention teams, ensuring goal achievement and the execution of performance and follow-up rituals.
• Guide the team in priority management, workload balancing, and challenge resolution, ensuring focus on high-impact activities.
• Implement and adapt global strategies, processes, and guidelines to the local / regional context, identifying opportunities for efficiency and continuous improvement.
• Define, monitor, and report strategic KPIs (MRR, churn, NRR, activation, onboarding), being accountable for Customer Success results.
• Generate insights from data and translate them into action plans and business cases to prioritize initiatives and investments.
• Ensure high product adoption and churn reduction through data-driven strategies, feedback analysis, and root-cause analysis.
• Work cross-functionally with Product, Marketing, Sales, and Operations to continuously improve the customer experience.
• Maintain an up-to-date view of the product, market, and industry trends, supporting strategic decisions and team development.

Qualifications

• Previous experience leading Customer Success leaders, including onboarding, retention, and expansion, with people management experience in SaaS companies.
• Advanced English (able to communicate with global teams and international stakeholders).
• Strong strategic mindset combined with high execution capability.
• Excellent communication, influence, and stakeholder management skills (internal and external).
• Experience with CRM and CS tools such as HubSpot or similar.
• Strong analytical skills, with data-driven decision-making.
• Direct accountability for business results and targets.

Nice to have

• Experience in global organizational structures.
• Background in scaling and transforming Customer Success teams.
• Previous experience with marketplace products and high-volume B2C markets.

Additional Information

Working hours: Monday to Friday, from 9 a.m. to 6 p.m.

Work model: Hybrid, with 2 days per week in the office for those who live in the Curitiba area. Outside this region, the role is 100% remote anywhere in Brazil.

Benefits

• Compensatory time off (Banco de Horas).
• Food / Market Voucher with iFood card.
• Medical, Dental, and Group Life Insurance.
• Pet Plan.
• StarBem, for mental health and well-being.
• iFeel app, for emotional comfort.
• Gympass for you and up to 3 people!
• Creditas: Payroll loan services, eligible after 6 months of employment.
• Stock Options – eligible after 6 months of employment (5 years grace period).
• Birthday Day Off.
• Daycare Assistance.
• Partnership Club, with discounts ranging from teaching institutions, such as colleges and language learning services.
• Referral Program offers up to R$600 per person who stays with us for more than 6 months.
• Leave of Absence / Time-off : 10 days off in the event of the passing of loved ones, 2 days if your pet passes away, 7 days if you get married, 30 days for dads and 6 months for moms after a child arrives.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet