Customer Success - Project Manager

Doctoralia Spain; Barcelona; Presencial; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

Doctoralia Spain is looking for a Clinics CS Business Enablement Manager in Barcelona. This role focuses on enhancing execution and operational efficiency in the Clinic CS team. Responsibilities include managing quality assurance workflows, implementing global processes, and providing data-driven performance visibility. Candidates should have 3–5+ years in Customer Success or related areas, with strong analytical and project management skills. Fluency in Spanish and English is required, as well as a deep understanding of customer lifecycle KPIs.

Formación

• 3–5+ years in Customer Success or similar roles in SaaS or service environments.
• Strong understanding of the full customer lifecycle and its KPIs.
• Experience driving operational excellence and process improvement.

Responsabilidades

• Own and manage the Quality Assurance workflow and track improvement actions.
• Act as the Spain lead for implementing global processes and tools.
• Provide leadership with unbiased, data-driven visibility into performance.

Conocimientos

Customer Success

Project Management

Operations

QA

Process Improvement

Analytical Skills

Fluent in Spanish

Fluent in English

Descripción del empleo

Job Description

The Clinics CS Business Enablement Manager works closely with the Clinics Manager, acting as a key partner to drive execution, efficiency, and operational excellence across the Spain Clinics CS team. This role collaborates closely with Team Leads and the Clinics CS team, ensuring strong alignment between strategy and day‑to‑day execution, and enabling consistent, high‑quality performance across the organization.

This is a highly hands‑on, doer role—focused on making things happen, not just defining strategy. It requires someone who can seamlessly move across projects, take ownership end‑to‑end, and ensure initiatives are effectively implemented and adopted.

With a strong focus on processes, KPIs, and AI‑driven improvements, this role translates global strategy into local execution—ensuring systems, workflows, and insights deliver measurable performance impact.

Key Responsibilities

Quality & Process Accountability

• Own and manage the Quality Assurance workflow: review cases, score performance, deliver structured feedback to Team Leads, and track improvement actions.
• Ensure CS procedures are consistently followed across onboarding, account management, and expansion.
• Identify performance gaps, trends, and coaching opportunities using objective QA data and KPIs.

Local Execution of Global Efficiency Initiatives

• Act as the Spain lead for implementing global processes, tools, AI solutions, and efficiency programs.
• Partner with Global CS Operations, Product, and local leadership to ensure initiatives are effectively embedded—not just rolled out.
• Track adoption, identify friction points, and provide structured feedback to improve scalability and impact.

Performance Visibility & Reporting

• Provide leadership with clear, unbiased, data‑driven visibility into performance, process adherence, and operational gaps—independent of team‑level interpretation.
• Build and maintain scalable reporting frameworks that replace subjective assessments with measurable KPIs.

Support Expansion, Training & Coaching

• Train and coach CS teams to identify and execute expansion opportunities (upsell and cross‑sell).
• Use insights to improve commercial conversations and sales‑oriented behaviors within CS.
• Partner with Team Leads to embed commercial excellence into daily workflows.
• Ensure every team member can consistently identify, pursue, and close growth opportunities.

You’ll Be Successful If You:

• Increase process adherence and consistency across the Spain team.
• Turn operational insights into measurable improvements in quality, efficiency, and customer experience.
• Improve team efficiency by 5–10% through process optimization, clarity, and reduced rework.
• Reduce onboarding errors, churn risk signals, and time‑to‑value.
• Position Spain as a benchmark market for scalable and efficient CS execution.
• Leverage your commercial mindset to strengthen expansion capabilities within the CS team.

Required Experience & Skills

• 3–5+ years in Customer Success, Operations, Project Management, QA, or similar roles (preferably in SaaS or service environments).
• Strong understanding of the full customer lifecycle and its KPIs: acquisition, retention, and expansion.
• Experience driving operational excellence, process improvement, or QA programs.
• Strong analytical mindset with the ability to translate data into action and behavioral change.
• Experience working cross‑functionally with Product, Operations, and leadership teams.
• Highly structured, adaptable, and execution‑focused with strong project management skills.
• Strong interest in efficiency, process optimization, KPIs, and AI‑driven solutions.
• Fluent in Spanish and English.