Global PMS Customer Success Lead - Remote & Impactful

Docplanner; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Time off that counts

Remote work flexibility

Job summary

Group is seeking a Senior Customer Success/Operations professional to lead the PMS operating model across diverse markets and products like Feegow, Clinic Cloud, GIPO, and MyDr. You will design scalable onboarding, engagement, and churn prevention processes while shaping global standards and local execution.

The role blends Strategy with hands-on execution, requiring fluency in English and ability to work across multiple markets, products, and teams.

Qualifications

• Experience in project/program management within a multi-product/multi-market business.
• Exposure to SaaS/healthcare/B2B operations a plus.
• Understanding of onboarding, retention, farming, and churn prevention.
• Strong data fluency; able to define KPIs and translate needs into reporting dashboards.
• Experience across global/local operating models with global priorities translating to local execution.
• Hands-on with CRM tools (Salesforce/HubSpot) and data-driven decision support.

Responsibilities

• Own and evolve the PMS Customer Success operating model across products and markets.
• Revamp onboarding templates and rollout across acquired companies.
• Drive early-churn initiatives with a three-tier touchpoint model and CRM automation.
• Build the performance layer: KPIs, dashboards, cohort views with BI and retention teams.
• Standardize governance across markets to align PMS CS with global model.
• Translate product priorities into local execution and surface local realities to product teams.

Skills

Project management

Program management

Customer success

Operations

Tools

Salesforce

HubSpot

Job description

Group is seeking a Senior Customer Success/Operations professional to lead the PMS operating model across diverse markets and products like Feegow, Clinic Cloud, GIPO, and MyDr. You will design scalable onboarding, engagement, and churn prevention processes while shaping global standards and local execution.

The role blends Strategy with hands-on execution, requiring fluency in English and ability to work across multiple markets, products, and teams.