CS Team Lead

WHO WE ARE With a global mission to help people live longer, healthier lives, Docplanner Group is the world's biggest healthcare platform. We serve patients and healthcare professionals across 13 countries in Europe and LATAM, with a network of more than 2.8 million healthcare professionals and over 20 million bookings every month. Our global team of around 3,000 people works from offices in Warsaw, Istanbul, Rome, Barcelona, Mexico City, Bogotá, Curitiba, Rio, Munich and Berlin. ABOUT THE ROLE Clinic Agenda is growing, and so is the number of clinics that rely on it every day. We are looking for a Team Lead to turn a Customer Success team of around 8 reps into the reason clinics stay and grow with us. Our Customer Success processes are mature and well established. We expect you to master them quickly and then challenge them: give you feedback on what you think it works, sharpen what doesn't, and move the team from reacting to churn requests to a proactive, commercial and data-driven approach. You will be measured on results, and you will have the autonomy to decide how to get them. HOW YOU WORK - Numbers first. You open every discussion with data. You know your portfolio's health, churn and expansion figures without having to look them up. - Data-driven decisions. Intuition gives you a hypothesis; data confirms or rejects it. You test, measure and adjust. - You escalate always with a proposal. When something needs leadership's attention, you bring the analysis, the options and your recommendation. - Ownership and accountability. You take full ownership of your team's results. When a target is at risk, you are the first to see it, explain it and present the plan to recover it. - Outcomes over activity. You care about results, not about how busy the team looks. - You build people. You set clear expectations, give honest feedback and measure your own success by how much your reps improve. You also take tough decisions if needed. WHAT YOU'LL DO Build a high-performing team - Lead, coach and develop around 8 Customer Success Reps, some of them early in their careers. - Set clear expectations, run regular 1:1s and call reviews, and give direct, actionable feedback. - Spot skill gaps early, build training plans to close them and track each rep's performance continuously. - Hire, onboard and grow talent so the team gets stronger. Grow the portfolio - Co-own with RevOps and CS Manager, the upselling and cross-selling strategy across the existing clinic base. - Use product usage and customer data to find expansion opportunities and turn them into revenue. Protect the base - Run retention and churn-reduction strategies across the portfolio. - Detect at-risk clinics early through usage, engagement, support signals, and act before they churn. Raise the standard - Master our established Customer Success processes and KPIs, then challenge them with data and improve what no longer works. - Keep workflows, escalation paths and service-level standards up to date and consistently applied. - Structure internal documentation so reps can find the information they need, fast. - Design an onboarding programme for new joiners that shortens their ramp-up time. - Analyse quality insights with our internal AI tool to improve process adherence and service quality. - Ensure smooth day-to-day operations: capacity, coverage and service levels are always under control. Work across teams - Coordinate with Sales, Product, Finance and Customer Care so clinics get one seamless experience. - Partner with Revenue Operations on reporting, automation and prioritization. - Step into key customer conversations when the situation needs it. WHAT YOU'LL OWN You are accountable for these targets, and you decide how the team gets there: - Expansion MRR: New recurring revenue from upselling and cross-selling to existing clinics - Churn MRR: Recurring revenue lost through cancellations and downgrades - Net Revenue Retention: Overall revenue kept and grown across the portfolio - Onboarding & Farming Quality: Overall quality standards Additional information 💶 Salary in line with your experience. 🤝 Most importantly: an amazing team that will support you every step of the way. ⚕️ Private health insurance. 🎂 Your birthday off to spend with your loved ones. 📚 Free language classes. 🧠 Unlimited access to iFeel chat for mental health and emotional wellbeing support. 🏠 Hybrid working, with a minimum of 1 day a week at our Barcelona offices. 🔎 Our hiring process 🔎 ✅ First match: a chat with Fito (Talent Acquisition Lead). 💡 Strategic conversation: an interview with gustavo and Patri 🎯 c-level interview: With Cyril our Head of CS. 👉 Business case presentation: with Gustavo and Carlos our CEO