Customer Success Team Manager | B2C

Company Description

Do you want to work on the largest healthcare platform in the WORLD?

We are Doctoralia, a Docplanner Group company, present in 13 countries, responsible for serving more than 55 million patients and processing more than 15 million appointments per month!

We currently have more than 2 million healthcare professionals in our database, totaling approximately 10 million patient evaluations to date.

Our mission is to “help people live longer, healthier lives.”

Through a diverse range of services, we are able to serve different audiences: our marketplace, which allows patients to schedule and evaluate appointments and doctors at any time of the day or night; and our SaaS system (Software as a Service) aimed at optimizing office management, patient flow and online bookings. All this through an internet platform and our iOS/Android apps.

Here at DOC, we value and celebrate diversity in all its forms. We are committed to attracting diverse talent regardless of gender, race, sexual orientation, religion, nationality, age or physical condition. We are committed to building an inclusive and welcoming team where each individual can excel and contribute their best.

Job Description

As a Customer Success Team Manager, your main responsibilities will be:

• Build, develop, and scale a high-performance team of Customer Success leaders and professionals, fostering a culture of excellence, efficiency, and results orientation.

• Lead onboarding, adoption (farming), and retention teams, ensuring goal achievement and the execution of performance and follow-up rituals.

• Guide the team in priority management, workload balancing, and challenge resolution, ensuring focus on high-impact activities.

• Implement and adapt global strategies, processes, and guidelines to the local/regional context, identifying opportunities for efficiency and continuous improvement.

• Define, monitor, and report strategic KPIs (MRR, churn, NRR, activation, onboarding), being accountable for Customer Success results.

• Generate insights from data and translate them into action plans and business cases to prioritize initiatives and investments.

• Ensure high product adoption and churn reduction through data-driven strategies, feedback analysis, 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 industry trends, supporting strategic decisions and team development.

Qualifications

Qualifications

• Previous experience leading Customer Success leaders, including onboarding, retention, and expansion, with people management experience in SaaS companies.

• Advanced English (able to communicate with global teams and international stakeholders).

• Strong strategic mindset combined with high execution capability.

• Excellent communication, influence, and stakeholder management skills (internal and external).

• Experience with CRM and CS tools such as HubSpot or similar.

• Strong analytical skills, with data-driven decision-making.

• Direct accountability for business results and targets.

Nice to have

• Experience in global organizational structures.

• Background in scaling and transforming Customer Success teams.

• Previous experience with marketplace products and high-volume B2C markets.

Additional Information

• Working hours: Monday to Friday, from 9 a.m. to 6 p.m.

• Work model: Hybrid, with 2 days per week in the office for those who live in the Curitiba area. Outside this region, the role is 100% remote anywhere in Brazil.

Nossos benefícios

• We have compensatory time off (Banco de Horas);

• Food/Market Voucher with iFood card;

• Medical, Dental, and Group Life Insurance;

• Pet Plan;

• StarBem, for mental health and well-being;

• iFeel app, for emotional comfort;

• Gympass for you and up to 3 people! 

• Creditas: Payroll loan services, eligible after 6 months of employment;

• Stock Options - eligible after 6 months of employment (5 years grace period)  

• Birthday Day Off;

• Daycare Assistance;

• Partnership Club, with discounts ranging from teaching institutions, such as colleges and language learning services;

• Referral Program offers up to R$600 per person who stays with us for more than 6 months;

• Leave of Absence/Time-off: in the event of the passing of loved ones, we offer 10 days off; if your pet passes away, we offer 2 days. Got married? 7 days of rest! Did the baby arrive? We offer 30 days for Dads and 6 months for Moms;