Docplanner Group is hiring a Customer Success Team Manager

Docplanner Group is hiring a Customer Success Team Manager to lead the Enterprise Customer Success team for Doctoralia. You will be responsible for the adoption, retention, and expansion of strategic accounts. Your role includes managing team performance, engaging directly with key clients, and acting as a structured bridge between clients and the Product team.

What You'll Do

• 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.

What We're Looking For

• 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.

Team & Environment

You will lead the Enterprise Customer Success team.

Benefits & Compensation

• 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 for teaching institutions 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: 10 days for passing of loved ones, 2 days for pet passing, 7 days for marriage, 30 days for new Dads, 6 months for new Moms.

Work Mode

This is a hybrid position based in Curitiba or Rio de Janeiro, Brazil. Candidates from other regions will also be considered.

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.