Customer Success Team Manager | B2B

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

As Customer Success Team Manager your main responsabilities will be:

• Coach and develop leaderships 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.

• 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.

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, 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;

Other information

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