Global PMS Success & Operations Lead

MioDottore; Województwo mazowieckie; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Time off and local benefits

Job summary

Docplanner Group is seeking a PMS Customer Success Manager in Poland to shape onboarding, engagement, and retention for multiple PMS products across markets. You will design scalable processes, set KPIs, and collaborate with BI, CRM/Ops, and the Retention team to drive global consistency with local adaptability.

The role requires fluent English, strong project and operations experience, and a willingness to work across several PMS products and markets.

Qualifications

• Experience in project/program management, customer success, or operations in a multi-product/multi-market business.
• Exposure to SaaS, healthcare, or B2B operations is a strong plus.
• Understanding of onboarding, retention/farming, churn prevention, and customer journeys.
• Ability to translate global priorities into local execution and back.

Responsibilities

• Own and evolve the PMS Customer Success operating model - onboarding, engagement, retention, and churn prevention - across all PMS products and markets.
• 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 toward CRM automation.
• Build the performance layer for PMS CS: KPIs, dashboards, and cohort views across onboarding quality and retention metrics.
• Standardize local-team governance and ways of working across markets, aligning with a data-driven global model.
• Translate product priorities into actionable local execution and surface local realities back to product/global.
• Track performance and risk across PMS CS initiatives, coordinating with BI, CRM/Ops, and Retention teams.

Skills

Project management

Customer success

Operations

KPI & dashboards

CRM experience

Tools

Salesforce

HubSpot

Job description

Docplanner Group is seeking a PMS Customer Success Manager in Poland to shape onboarding, engagement, and retention for multiple PMS products across markets. You will design scalable processes, set KPIs, and collaborate with BI, CRM/Ops, and the Retention team to drive global consistency with local adaptability.

The role requires fluent English, strong project and operations experience, and a willingness to work across several PMS products and markets.