Senior Project Manager – Customer Success (PMS)

Who We are

With a mission to "make the healthcare experience more human," Docplanner is the world's largest healthcare platform, operating in 13 countries across Europe and LATAM.

We build digital solutions for doctors, clinics, hospitals, and patients, streamlining the healthcare journey. Our platforms support almost 2 million healthcare professionals and 260,000 customers globally, offering free doctor reviews and instant appointment booking.

With a team of 2,700+ across offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, Munich, and Berlin, we’re shaping the future of healthcare.

Want to learn more? Check out real employee reviews on Glassdoor.

Role Overview

As the Global Project Manager – PMS, you will play a pivotal role in driving success for our PMS (Practice Management System) partners. Reporting directly to VP Customer Success - Clinics, you will:

- Own the Customer Success Strategy: Develop and implement comprehensive strategies to enhance the customer journey, ensuring efficient allocation of resources and measurable ROI.

- Budget Planning & Forecasting: Develop detailed budget plans and forecasts for customer success initiatives, monitor spending, and adjust allocations as needed to meet strategic objectives and financial targets.

- Provide Strategic Leadership:  Lead a high-performing customer success team, help local leaders inspire their teams, fostering a culture of continuous improvement and accountability. 

- Performance Tracking: Establish key performance indicators (KPIs) and use data-driven insights to monitor progress, optimize processes, and report results to stakeholders.

- Data Enhancement: Ensure that we have all the essential data about our customers by working with cross-functional teams to gather, analyze, and leverage insights, driving improved customer success outcomes.

- Cross-Functional Collaboration: Work closely with Sales, Product, and Marketing teams to align initiatives, drive innovation, and improve service delivery.

- Customer Relationship Management: Build and nurture strong, long-lasting relationships with key PMS clients, ensuring they receive unparalleled support and value.

Experience:

- Proven track record (6+ years including leadership roles managing teams) in customer success or project management, ideally within the healthcare or SaaS sectors, with significant experience working with PMS/acquired companies.

- Leadership: Demonstrated ability to lead and grow teams, with strong strategic, analytical, and decision-making skills.

- Number savviness: Hands-on experience managing customer portfolio, establishing adoption and retention KPIs and driving cost-effective strategies that enhance customer satisfaction and business growth.

- CRM Experience: Proficient in utilizing CRM platforms, with desired expertise in HubSpot and Salesforce to streamline customer data management and drive actionable insights.

- Communication: Exceptional interpersonal and communication skills, with the ability to articulate complex ideas and influence at all levels. English is a must, Portuguese and Spanish a big plus. 

- Innovation: A proactive mindset with a passion for improving processes and driving operational excellence.

- Education: Bachelor’s degree in Business, Finance, or a related field; an MBA or equivalent advanced degree is a plus.

The process (preliminary outline)

1️⃣ 30-min Intro Call – Chat with Ainhoa (Global Talent Partner) to discuss the role and align expectations. Mutual feedback on role fit.

2️⃣ 30-min Interview – Meet Sado, our VP of Clinics (your future manager), to discuss your experience and team fit.

3️⃣ Business Exercise – Prepare and present your insights in a 60-min session with Sado and relevant stakeholders.

4️⃣ Final Interview – A last conversation with Sado to cover any remaining questions.

5️⃣ References & Offer – If all goes well, we move to the final steps! 

Benefits

• Share options plan after six months working with us, vesting in 5 years (subject to separate ESOP agreement and plan)
• Gym membership (reduced price)
• Health Insurance paid by the company 
• Flexible retribution plan benefits 
• Mental health program (iFeel)
• 23 days of holiday per year (on top of bank holidays, plus your birthday off on top)
• 100% remote within Spain, with an office in Barcelona that you’re always welcome to use, but there’s no formal requirement to go in :)

We’re committed to equal opportunities in our hiring process and at work. Everyone is treated fairly, regardless of any aspect of their identity or background. If you need additional support during the recruitment process, please let us know—we’re happy to accommodate you. True equality means adapting to each other.