Customer Success Team Manager | Enterprise

Descrição da empresa

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

Descrição do emprego

As Customer Success Team Manager your main responsabilities will be:

• 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.

Qualificações

• Previous experience leading Customer Success teams or related areas, preferably in SaaS companies;

• Experience managing Enterprise clients;

• Advanced / Fluent English (interview stages 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.

Informações Adicionais

Workplace Location:

• Hybrid model: If you are based in Curitiba or Rio de Janeiro, you will work from the office two days per week.

• Full remote for candidates located in other regions of the country.

Working hours are from Monday to Friday, from 9 am to 6 pm;

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

• Food/Market Voucher;

• Medical, Dental, and Group Life Insurance;

• Pet Plan;

• 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 (4 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.

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.