Customer Success - Project Manager

Docplanner; Barcelona; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

Doctoralia, part of the Docplanner Group, is seeking a Clinics CS Business Enablement Manager to drive execution and operational excellence across the Spain Clinics CS team. The role collaborates with Team Leads to ensure alignment between strategy and day-to-day activities and to deliver high-quality performance.

This hands-on role focuses on translating global strategy into local execution, with emphasis on processes, KPIs, and AI-driven improvements to achieve measurable impact.

Formación

• 3-5+ years in Customer Success, Operations, Project Management, QA, or similar roles (SaaS or services).
• 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 behavioural 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.

Responsabilidades

• Own and drive Quality Assurance workflows, review cases, score performance, provide feedback to Team Leads, and track improvement actions.
• Ensure CS procedures are followed across onboarding, account management, and expansion.
• Identify performance gaps and KPI-driven coaching opportunities using QA data.
• Lead Spain-wide implementation of global processes, tools, AI solutions, and efficiency programs.
• Collaborate with Global CS Operations, Product, and local leadership to embed initiatives, not just roll them out.
• Monitor adoption, identify friction points, and provide structured feedback to improve scalability and impact.
• Provide leadership with data-driven visibility into performance, process adherence, and gaps; develop scalable KPI reporting.
• Train and coach CS teams to identify and execute expansion opportunities (upsell/cross-sell) and improve commercial conversations.

Conocimientos

Customer Success

Operations

Project Management

Quality Assurance

Data analysis

Cross-functional collaboration

Bilingual Spanish/English

Descripción del empleo

Company Description

Doctoralia: Leading Digital Health

Doctoralia is a leading global platform in the digital health sector. Our goal is to connect patients with healthcare professionals in a simple, fast, and efficient way.

How do we do this?

Through our marketplace and mobile App, we enable users to search for private healthcare professionals and clinics, read patient reviews, check availability, and book appointments directly online.

Innovation with NOA Notes

We have launched NOA Notes, a revolutionary tool that improves medical management and documentation, reducing the time spent on administrative tasks.

Thanks to NOA Notes, healthcare professionals have already saved 9 million minutes of administrative work, allowing them to dedicate more time to what truly matters: caring for their patients.

Global Presence

Doctoralia has been part of the Docplanner Group since 2017, a multinational company with a presence in more than 13 countries.

Our mission?

To help people live longer and healthier lives.

Our Core Values

• Think like an owner
• Learn and be curious
• Focus on results
• Keep it lean, keep it simple
• Be respectful and radically honest

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.

Role Purpose

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 behaviours 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 behavioural 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.