Customer Success Team Manager – Enterprise

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🕒 March 21

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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

• Lead the Enterprise Customer Success team, focusing on adoption, retention, and expansion of strategic accounts • Develop, coach, and elevate the team’s seniority, as well as hire high-performance talent with a strong focus on efficiency and results • Engage directly with Enterprise clients at key moments in their journey (strategic renewals, critical risks, expansion opportunities, or solution redesigns) • Act as a structured bridge between clients and the Product team, contributing insights to drive solution evolution and roadmap prioritization • Build and scale processes that ensure predictability, efficiency, and excellence across the Enterprise customer journey • Establish and monitor clear KPIs (MRR, churn, NRR, activation, onboarding time), ensuring consistent target achievement • Ensure product adoption through data-driven and personalized customer journeys • Identify and structure expansion opportunities within the active customer base • Reduce churn through structured action plans, combining data analysis and active customer listening.

🎯 Requirements

• Previous experience leading Customer Success teams or related areas, preferably in SaaS companies • Experience managing Enterprise clients • Advanced/Fluent English (interviews conducted in English and daily interaction with stakeholders) • Strategic mindset with strong analytical capabilities • Excellent communication and stakeholder management skills, both internally and externally, including large enterprise clients • Strong analytical skills with a data-driven decision-making approach • Direct accountability for results (NRR, retention, and expansion), not just processes • Proficiency in Excel and/or Google Sheets for analysis and reporting.

🏖️ Benefits

• Compensatory time off (Banco de Horas) • Meal/Grocery voucher • Medical, Dental, and Group Life Insurance • Pet plan • iFeel app for emotional well-being • Gympass for you and up to 3 people • Payroll loan services (available after 6 months of employment) • Stock options (4-year vesting period) • Paid day off for your birthday • Childcare assistance • Partnership club with discounts at educational institutions • Employee referral program: up to R$600 per referred person after 6 months of employment • Leave of absence/time-off: 10 days for the death of a loved one, 2 days for the death of a pet, 7 days for marriage, 30 days paternity leave, and 6 months maternity leave after the arrival of a child.