Customer Success Team Manager

4 semanas atrás

Rio de Janeiro, Rio de Janeiro, Brasil Doctoralia Brasil Tempo inteiro
Overview

Talent Acquisition | Strategic HR | Diversity & Inclusion

Doctoralia, a Docplanner Group company, operates in 13 countries and serves more than 55 million patients, processing more than 15 million appointments per month. We have more than 2 million healthcare professionals in our database and over 10 million patient evaluations to date. Our mission is to "help people live longer, healthier lives." Through a diverse range of services, we serve different audiences: our marketplace for scheduling and evaluating appointments and our SaaS system for optimizing office management, patient flow and online bookings, all via our internet platform and our iOS/Android apps.

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

  • Coach and develop leadership and hire high-performance talent with a focus on efficiency
  • Lead onboarding, expansion and retention teams, ensuring goals and follow-up rituals
  • Build and scale processes to ensure predictability and efficiency on all fronts
  • Establish clear KPIs (MRR, churn, NRR, activation, onboarding time) and ensure their achievement
  • Ensure product adoption based on data and personalized journeys
  • Identify upsell and cross-sell opportunities
  • Reduce churn through action plans based on data and feedback
Qualifications
  • Previous experience in CS leadership (Onboarding, Retention, Upsell and Cross Sell), having led other leaderships in SaaS companies
  • Advanced English
  • Strategic vision with strong execution capabilities
  • Excellent communication and stakeholder management
  • Experience with tools such as Hubspot CRM
  • Analytical ability to make data-driven decisions
  • Owner profile: responsible for results, not just processes
Additional Information

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.

  • 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 - eligible after 6 months of employment (5 years grace period)
  • Birthday Day Off
  • Daycare Assistance
  • Partnership Club with discounts ranging from teaching institutions to language services
  • Referral Program offers up to R$600 per person who stays with us for more than 6 months
  • Leave of Absence/Time-off: 10 days for bereavement, 2 days for a pet passing, 7 days for marriage, 30 days for dads and 6 months for moms after childbirth
Workplace Location
  • Hybrid model: If you live in Rio de Janeiro (capital) or the metropolitan region, you will work 2 days in our office at Santo Cristo
Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: Software Development

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Note: Other postings listed (e.g., Customer Support Manager, Community Engagement Analyst, Implementations Project Manager) are not part of this role description.


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