Customer Success Manager – B2C

🕒 December 16, 2025

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DocPlanner

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

⚕️ Healthcare Insurance

☁️ SaaS

👥 B2C

Healthcare Insurance • SaaS • B2C

DocPlanner is a global healthcare platform dedicated to improving the patient experience by helping them find the perfect doctor and book appointments easily. By creating an enjoyable patient journey, DocPlanner assists patients in accessing the best care possible anytime and anywhere. The company also offers doctors an integrated end-to-end solution to help manage their practices and improve their online reputation, allowing them to focus more on their patients. With a presence in 13 countries, including Poland, Brazil, and Spain, DocPlanner facilitates over 22 million appointments each month and hosts more than 90 million patient visits. It supports 260,000 active doctors, making it a leading healthcare platform with a strong international footprint.

📋 Description

• Build, develop and scale a high-performance team of Customer Success leaders and professionals, fostering a culture of excellence, efficiency and results-orientation. • Lead the onboarding, adoption (farming) and retention teams, ensuring targets are met and performance and follow-up rituals are executed. • Guide the team in prioritization, workload management and problem resolution, ensuring focus on high-impact activities. • Implement and adapt global strategies, processes and guidelines to local/regional contexts, identifying opportunities for efficiency and continuous improvement. • Define, monitor and report strategic KPIs (MRR, churn, NRR, activation, onboarding time), holding responsibility for Customer Success outcomes. • Generate insights from data and turn them into action plans and business cases to prioritize initiatives and investments. • Ensure high product adoption and reduced churn through data-driven strategies, feedback and root-cause analysis. • Work cross-functionally with Product, Marketing, Sales and Operations to continuously improve the customer experience. • Maintain an up-to-date view of the product, market and trends, supporting strategic decisions and team development.

🎯 Requirements

• Previous experience leading Customer Success, including onboarding, retention and expansion, with management of leaders in SaaS companies. • Advanced English (able to communicate with global teams and international stakeholders). • Strong strategic vision combined with a hands-on ability to execute. • Excellent communication, influencing skills and stakeholder management (internal and external). • Experience with CRM and Customer Success tools, such as HubSpot or similar platforms. • Strong analytical skills with data-driven decision making. • Ownership mindset, with direct accountability for results and business goals. • Plus: experience in companies with a global structure. • Experience in scaling and transforming Customer Success teams. • Prior experience with marketplace products and high-volume B2C markets.

🏖️ Benefits

• Time bank (compensatory hours to be taken as time off later). • Home office allowance. • Meal/Food allowance via a flexible iFood card. • Health insurance, dental coverage and group life insurance. • Childcare allowance. • StarBem for mental health and well-being. • iFeel app for emotional support. • Wellhub for you and up to 3 dependents. • Pet plan extending care to your pet. • Stock options – eligible after 6 months with the company. • Birthday day off and company anniversary day off so you can celebrate as you prefer. • Partnership Club, with discounts and agreements with educational institutions such as colleges and language schools. • Special leave: 10 days bereavement leave for loss of a loved one; 2 days if your pet passes away; 7 days for marriage; parental leave of 30 days for fathers and 6 months for mothers. • Referral program offering up to R$600 per referral who remains with us for more than 6 months.