Global PMS CS Lead: Onboarding & Retention

Docplanner; Barcelona; Remote; EUR 70.000 - 100.000; Vollzeit

Benefits dieser Stelle

Healthcare insurance

Wellness programs

Paid time off

Meal vouchers / ticket restaurant

Zusammenfassung

Docplanner is seeking a strategic PMS Customer Success Operations lead to shape onboarding, engagement, and churn prevention across multiple PMS products and markets. You will define scalable processes and dashboards to drive data‑driven decision making, collaborating with local teams and global stakeholders in a fast‑moving healthcare tech environment.

The role emphasizes building scalable operating models, translating product priorities into local execution, and driving CRM automation as we

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Project management

Program management

Customer success

Operations

SaaS

Healthcare

B2B operations

Data analysis

KPIs

Global/local operating models

CRM tools

Salesforce

HubSpot

Stakeholder coordination

Communication

Ambiguity navigation

Tools

Salesforce

HubSpot

Jobbeschreibung

Docplanner is seeking a strategic PMS Customer Success Operations lead to shape onboarding, engagement, and churn prevention across multiple PMS products and markets. You will define scalable processes and dashboards to drive data‑driven decision making, collaborating with local teams and global stakeholders in a fast‑moving healthcare tech environment.

The role emphasizes building scalable operating models, translating product priorities into local execution, and driving CRM automation as we