Global PMS Customer Success Lead – Onboarding & Retention

Docplanner; Wrocław; Híbrido; PLN 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare insurance

Wellness programs

Remote-friendly with hub offices

Descripción de la vacante

Docplanner is seeking a Customer Success/Operations leader to shape PMS onboarding, engagement, and retention across multiple clinics and markets. You will drive a scalable operating model, build KPIs, and collaborate with local teams, BI, and product to reduce churn and improve customer outcomes.

The role blends strategy with hands-on execution in a fast-paced, global healthcare tech environment, supporting various PMS products and markets.

Formación

• Experience in project/program management, customer success, or operations in a complex multi-product business.
• Exposure to SaaS, healthcare, or B2B operations is a strong plus.
• Understanding of onboarding, retention, farming, churn prevention, and customer journeys.
• Proficiency with data: defining KPIs and turning needs into dashboards/reports.
• Experience across multiple markets and global/local operating models.
• Hands-on with CRM tools (Salesforce/HubSpot) and data-driven decision support.

Responsabilidades

• Own and evolve the PMS CS operating model across all products and markets.
• Revamp onboarding processes across PMS products and markets.
• Lead the early-churn initiative with CRM automation and migration to Salesforce.
• Build dashboards and KPIs for onboarding quality and retention.
• Standardize governance across markets to align with a data-driven global model.
• Translate product priorities into actionable local execution and surface local realities.

Conocimientos

Project management

Customer success

Operations

Data-driven

Cross-functional collaboration

Ambiguity navigation

Communication

Stakeholder management

Herramientas

Salesforce

HubSpot

BI tools

Descripción del empleo

Docplanner is seeking a Customer Success/Operations leader to shape PMS onboarding, engagement, and retention across multiple clinics and markets. You will drive a scalable operating model, build KPIs, and collaborate with local teams, BI, and product to reduce churn and improve customer outcomes.

The role blends strategy with hands-on execution in a fast-paced, global healthcare tech environment, supporting various PMS products and markets.