Global Project Manager - Customer Success PMS

• 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.

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.

• 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.

📊 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.