Global Project Manager - Customer Success PMS (Clinics/Enterprises)

Company Description At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda).

Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients. Learn more about our products here: pro.doctoralia.es Why join us? Real impact – We help doctors help patients. Your work truly makes a difference.

At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. ✨ Shape the future, sustain growth – Make a difference now and build for long-term success. Job Description This role sits at the intersection of Customer Success, operations, and special projects for PMS (Practice Management Systems) — the software Docplanner clinics use to manage their agenda, EHR, invoicing, and patient records.

This spans the third-party PMSs Docplanner has acquired or integrated with: Feegow in Brazil, Clinic Cloud in Spain, GIPO in Italy, MyDr in Poland.

As PMS expands across products, clinic setups, and markets, we are looking for someone who can bring structure to a complex, fast-moving space: shaping how we onboard, engage, and retain PMS customers, driving down early and preventable churn, and helping define the processes, metrics, and ways of working that let local teams operate consistently at global scale.

It's a strategic but highly hands-on role, ideal for someone who enjoys navigating ambiguity across local vs. global priorities, product vs. GTM alignment, and multiple PMS products and markets, while building scalable operations from the ground up. How will you make an impact?

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.

Qualifications

• What will help you thrive?
• 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.
• What to Expect from Our Hiring Process We like to keep things transparent and efficient!
• Here’s what the process usually looks like (though it might vary slightly depending on the role): 1️⃣ Intro Chat – A first call with our Talent Partner to explore mutual fit around relevan