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

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. The role spans third-party PMSs Docplanner has acquired or integrated with: Feegow in Brazil, Clinic Cloud in Spain, GIPO in Italy, and MyDr in Poland. It is a strategic but highly hands-on role focused on shaping how PMS customers are onboarded, engaged, and retained, reducing early and preventable churn, and defining the processes, metrics, and ways of working that let local teams operate consistently at global scale.

Responsibilities

Own and evolve the PMS Customer Success operating model (onboarding, engagement, retention, 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 (three-tier touchpoint model), moving from manual/ticket-based execution toward CRM automation as CRM processes migrate from Hubspot to Salesforce; Build the performance layer for PMS CS: KPIs, dashboards, and cohort views, partnering with BI, CRM/Ops, and the Retention team; Standardize local-team governance and ways of working across markets toward a consistent, data-driven global model; Translate product priorities into actionable local execution and surface local realities back to product/global; Track performance of PMS CS initiatives, monitor spend, and flag risks proactively; Contribute to broader Clinics/Enterprise Customer Success strategic projects

Requirements

Solid experience in project management, program management, customer success, or operations in a complex, multi-product/multi-market business; 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; Very proficient working with data: defining KPIs, translating business needs into reporting and dashboard requirements, comfortable partnering closely with BI; Experience working across multiple markets or in global/local operating models; Hands-on experience with CRM tools such as Salesforce or HubSpot, and understands how customer/product-usage data supports operational decisions; 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 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; Fluent English is a must

Nice to have

Spanish or Portuguese is a strong plus given the concentration of PMS markets; Experience across two of SaaS, healthcare, or B2B operations; Strategic thinking combined with a strong execution mindset

Benefits

Healthcare insurance; Wellness support (gym memberships, mental health support); Time off (vacation, birthday, recharge day); Local perks depending on location (meal vouchers, transport allowances, extended parental leave); Career growth and cross-functional learning opportunities; Remote work and flexible hours depending on role and team; Access to office hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, or Bologna