Global PMS Customer Success Lead - Onboarding & Growth

Docplanner; Warszawa; Hybrid; PLN 180,000 - 270,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Time off and holidays

Meal vouchers / transport allowances (

Job summary

Docplanner is seeking a results‑driven PMS Customer Success operations lead. You will shape onboarding, engagement, and retention across Feegow, Clinic Cloud, GIPO, MyDr, and future products to reduce early churn and improve customer journeys.

The role blends strategy with hands‑on execution across multiple markets, translating global priorities into local actions, building scalable processes, dashboards, and governance with the BI and Ops teams, and driving measurable impact.

Qualifications

• Solid experience in project management, program management, customer success, or operations in a multi‑product/multi‑market business.
• Exposure to SaaS, healthcare, or B2B operations; experience across two is a strong plus.
• Understands onboarding, retention, farming, churn prevention, and customer journeys.
• Proficient with data: defining KPIs and translating business needs into reporting and dashboards with BI.

Responsibilities

• 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: three‑tier touchpoint model and CRM automation, migrating processes from HubSpot to Salesforce.
• Build the performance layer for PMS CS: KPIs, dashboards, and cohort views with BI, CRM/Ops, and Retention.
• Standardize local‑team governance and ways of working across markets with a data‑driven global model.
• Translate product priorities into actionable local execution and surface local realities to product/global.
• Track performance and flag risk in PMS CS initiatives; contribute to broader Clinics/Enterprise CS projects.

Skills

Project management

Customer success

Operations

SaaS exposure

Data analytics

CRM tools (Salesforce/HubSpot)

Tools

Salesforce

HubSpot

Tableau

Job description

Docplanner is seeking a results‑driven PMS Customer Success operations lead. You will shape onboarding, engagement, and retention across Feegow, Clinic Cloud, GIPO, MyDr, and future products to reduce early churn and improve customer journeys.

The role blends strategy with hands‑on execution across multiple markets, translating global priorities into local actions, building scalable processes, dashboards, and governance with the BI and Ops teams, and driving measurable impact.