Global CS Operations Manager

💙 Global Benefits - No matter where you are, you'll have access to:

• Healthcare insurance - so you can focus on what matters.

• Wellness that works for you - from gym memberships to mental health support, we've got you covered.

• Time off that counts - whether it's a vacation, your birthday, or just a day to recharge, we believe in balance.

📍 Local Perks - Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave.

🚀 Career Growth - We're growing, and so can you! You'll find lots of chances to learn, develop, and explore new paths-whether within your team or through cross-functional projects.

🌎 A Truly Global Team - Work with talented people from all over the world in a diverse and inclusive environment.

⏳ Flexibility That Works for You - Remote work and flexible hours aren't just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna.

Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.

Docplanner's Customer Success organisation serves hundreds of thousands of healthcare professionals across 13 markets, through several business units: Individual Doctors, Clinics, and our Practice Management Software (PMS) products. Each of them relies on the CRM to onboard, retain and grow customers efficiently.

This role leads the Global CS Ops team that designs those CRM processes. The team turns business goals into processes and tooling that improve churn, win rate and, above all, productivity, measured as more customers and MRR served per CS FTE.

You'll lead a team of 5 analysts, each owning one business unit or enabler: Individual Doctors, Clinics, PMS, and the tools integrated into the CRM (e.g. meetings and quality). You'll be the main point of contact for the countries' requests: deciding what matters, what doesn't, and saying no when needed.

We are close to finishing the migration of all CS teams from HubSpot to Salesforce with 100% of products in Salesforce expected by mid-2027. Your job is to land it, then make the most of Salesforce as our single CS platform, quantifying the gains and detecting the main opportunities to deliver more impact.

This is a role reporting to the Global Director of Customer Success Operations & Analytics.

Leading the CS Ops team

• Manage and grow a team of 5 analysts, each owning a business unit or enabler; organise workload and keep a healthy pace using agile ways of working (sprints, backlog, clear intake)

• Coach analysts to grow in process design, Salesforce and stakeholder management; hold them accountable for business impact, not just tickets delivered

• Empower analysts to own their business unit end to end, to be proactive and keep processes consistent across units and markets

Building a relationship with the countries

• Be the go-to partner for local CS and RevOps teams across 13 markets, building trust through regular syncs, clear communication and follow-through

• Run a single, transparent intake for country requests so the team works on what matters and stakeholders know where their request stands

• Prioritise by business impact (churn, win rate, productivity, legal requirements) and push back with data when a request doesn't justify the effort

• Favour global, standard solutions over market-specific ones; challenge local deviations unless they're legally required or clearly worth it

Designing CRM processes that move business results

• Translate business goals from CS leadership into end-to-end CRM processes for onboarding, retention and expansion

• Define how success is measured for each process and follow up after go-live to confirm it delivered

• Drive productivity: automate manual work, simplify rep workflows and remove steps that don't add value

Completing the HubSpot to Salesforce migration

• Lead the team through the remaining migrations till mid-2027

• Protect the standard Salesforce setup during each migration: separate day-one blockers from post-go-live improvements, and manage change with local teams

• After the migration, shift the team's focus from migrating to optimising: using Salesforce's native capabilities to improve how CS works with a data-driven and measured KPIs approach.

Partnering with the Salesforce and other tech teams

• Be the main business counterpart of our internal Salesforce development team and of the other tech teams

• Bring well-scoped, prioritised requirements, and challenge solutions so they're built the Salesforce way: standard first, custom only when needed

• Plan delivery capacity with tech each quarter and keep stakeholders informed on what will and won't ship

📊 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.