Company Description

At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients.

Learn more about our products here: pro.doctoralia.es

Why join us?

📊 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.

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.

What you'll be doing

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.