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.

Job Description

This role sits at the intersection of Customer Success, operations, and special projects for Noa Enterprise - Docplanner’s AI notetaker solution for clinics. As we expand across different clinic setups, PMS environments, and markets, we are looking for someone who can bring structure to a complex space: shaping how we onboard, engage, and retain enterprise customers (Clinics), while helping define the processes, metrics, and ways of working that will support future growth.

It’s a strategic but highly hands-on role, ideal for someone who enjoys navigating ambiguity across local vs global priorities, GTM vs Product alignment, and evolving customer needs, while building scalable operations.

In this role, you will:

• Help shape and scale the Customer Success motion for Noa Enterprise, defining the operating model (KPIs, lifecycle, frameworks, and ways of working) to drive retention, expansion, and customer outcomes.

• Own and improve the end-to-end customer journey across onboarding, engagement, retention, and re-engagement.

• Build the performance layer of CS: KPIs, dashboards, and cohort views across onboarding quality, retention, and business performance - partnering with BI, CRM, and Operations to improve visibility and decision-making.

• Drive cross-functional alignment with local and central teams, bringing structure and consistency while identifying gaps and turning them into scalable solutions.

• Operate with strong ownership for outcomes, proactively flagging risks and driving resolution.

• Contribute to broader Customer Success Enterprise initiatives and strategic projects as the function evolves.

What success looks like in the first 6–12 months

• Noa Enterprise Customer Success is fully integrated into the broader go-to-market setup

• The key metrics are in place to understand whether onboarding, farming, retention, and overall customer health are working

• The main dashboards are clearly defined together with BI, giving the business visibility into performance and whether we are moving in the right direction

• Core processes are clearer, better structured, and measurable

• The setup feels more efficient, scalable, and workable across markets

• Risks and performance issues are being spotted earlier, with clear ownership and follow-through

Qualifications

What will help you thrive?

• Solid experience in project management, program management, customer success, operations, or a similar role in a complex business environment

• Brings prior exposure to at least one of these areas: SaaS, healthcare, or B2B operations; experience across two is a strong plus

• Understands core Customer Success topics such as onboarding, retention, customer journeys, and service models

• Is very proficient working with data, defining KPIs, and translating business needs into reporting and dashboard requirements

• Experience working across multiple markets or in global / local operating models

• Has experience working with CRM tools such as Salesforce or HubSpot, and understands how customer data supports operational decisions

• Is highly hands-on, resourceful, and comfortable working in ambiguity

• Communicates clearly, builds trust quickly, and can navigate a complex stakeholder landscape

• Combines strategic thinking with a strong execution mindset

• Fluent English is a must, Portuguese or Spanish a big plus.
  

Nice to have:

• Exposure to AI products, digital health, or enterprise service design

• Experience in customer segmentation, service model design, or operational scaling

What to Expect from Our Hiring Process

We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role):

1️⃣ TA Interview – An intro call with our Talent Partner Ainhoa to explore mutual fit around relevant skills, value alignment, and motivation.

2️⃣ Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with Konrad Kapeluch. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too.

4️⃣Business Case – A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings.

5️⃣ Additional/ Final Interview (Optional) – A final conversation with another peer from our Global Team.

6️⃣ References & Offer!

Why You’ll Love It Here

💙 Global Benefits – No matter where you are, you’ll have access to:

• Healthcare insurance – so you can focus on what matters.

• Wellness that works for you – from gym memberships to mental health support, we’ve got you covered.

• Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.

📍 Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave.

🚀 Career Growth – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects.

🌎 A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment.

⏳ Flexibility That Works for You – Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna.

Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.

What We Believe In

At Docplanner, our values guide everything we do:

📊 Focus on results – we're here to make an impact.

🧠 Think like an owner – take responsibility, drive outcomes.

✂️ Keep it simple, keep it lean – smart solutions over complexity.

🔊 Be respectful and radically honest – openness builds trust.

📚 Learn and be curious – growth is part of the job.

Don’t just take our word for it—check out our Glassdoor to hear what our people say!

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We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.