Customer Success - Project Manager

Doctoralia is a leading global platform in the digital health sector. Our goal is to connect patients with healthcare professionals in a simple, fast, and efficient way.

How do we do this? Through our marketplace and mobile App, we enable users to search for private healthcare professionals and clinics, read patient reviews, check availability, and book appointments directly online. 📱💻

Furthermore, we offer an innovative SaaS designed to help healthcare professionals manage their practices efficiently, optimizing the experience for both doctors and patients.

We have launched NOA Notes, a revolutionary tool that improves medical management and documentation, reducing the time spent on administrative tasks.

Thanks to NOA Notes, healthcare professionals have already saved 9 million minutes of administrative work, allowing them to dedicate more time to what truly matters: caring for their patients. 🚀

Doctoralia has been part of the Docplanner Group since 2017, a multinational company with a presence in more than 13 countries. 🌍

Our mission? To help people live longer and healthier lives. ❤️

In our daily work, we are guided by our principles:

• 🔹 Think like an owner 💼

• 🔹 Learn and be curious 🤔

• 🔹 Focus on results 🎯

• 🔹 Keep it lean, keep it simple 🛠✨

• 🔹 Be respectful and radically honest 🤝
  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.
  

Role Purpose

The Clinics CS Business Enablement Manager works closely with the Clinics Manager, acting as a key partner to drive execution, efficiency, and operational excellence across the Spain Clinics CS team.

This role collaborates closely with Team Leads and the Clinics CS team, ensuring strong alignment between strategy and day-to-day execution, and enabling consistent, high-quality performance across the organization.

This is a highly hands-on, doer role—focused on making things happen, not just defining strategy. It requires someone who can seamlessly move across projects, take ownership end-to-end, and ensure initiatives are effectively implemented and adopted.

With a strong focus on processes, KPIs, and AI-driven improvements, this role translates global strategy into local execution—ensuring systems, workflows, and insights deliver measurable performance impact.

• Own and manage the Quality Assurance workflow: review cases, score performance, deliver structured feedback to Team Leads, and track improvement actions.

• Ensure CS procedures are consistently followed across onboarding, account management, and expansion.

• Identify performance gaps, trends, and coaching opportunities using objective QA data and KPIs.

• Act as the Spain lead for implementing global processes, tools, AI solutions, and efficiency programs.

• Partner with Global CS Operations, Product, and local leadership to ensure initiatives are effectively embedded—not just rolled out.

• Track adoption, identify friction points, and provide structured feedback to improve scalability and impact.

• Provide leadership with clear, unbiased, data-driven visibility into performance, process adherence, and operational gaps—independent of team-level interpretation.

• Build and maintain scalable reporting frameworks that replace subjective assessments with measurable KPIs.

• Train and coach CS teams to identify and execute expansion opportunities (upsell and cross-sell).

• Use insights to improve commercial conversations and sales-oriented behaviors within CS.

• Partner with Team Leads to embed commercial excellence into daily workflows.

• Ensure every team member can consistently identify, pursue, and close growth opportunities.

• Increase process adherence and consistency across the Spain team.

• Turn operational insights into measurable improvements in quality, efficiency, and customer experience.

• Improve team efficiency by 5–10% through process optimization, clarity, and reduced rework.

• Reduce onboarding errors, churn risk signals, and time-to-value.

• Position Spain as a benchmark market for scalable and efficient CS execution.

• Leverage your commercial mindset to strengthen expansion capabilities within the CS team.

• 3–5+ years in Customer Success, Operations, Project Management, QA, or similar roles (preferably in SaaS or service environments).

• Strong understanding of the full customer lifecycle and its KPIs: acquisition, retention, and expansion.

• Experience driving operational excellence, process improvement, or QA programs.

• Strong analytical mindset with the ability to translate data into action and behavioral change.

• Experience working cross-functionally with Product, Operations, and leadership teams.

• Highly structured, adaptable, and execution-focused with strong project management skills.

• Strong interest in efficiency, process optimization, KPIs, and AI-driven solutions.

• Fluent in Spanish and English.