Senior Project Manager - CS Enterprise Projects

Docplanner

2d • Remote

About The Position

This role sits at the intersection of Customer Success, operations, and special projects for Noa Enterprise - Docplanner’s AI notetaker solution for clinics. As we expand across different clinic setups, PMS environments, and markets, we are looking for someone who can bring structure to a complex space: shaping how we onboard, engage, and retain enterprise customers (Clinics), while helping define the processes, metrics, and ways of working that will support future growth. It’s a strategic but highly hands-on role, ideal for someone who enjoys navigating ambiguity across local vs global priorities, GTM vs Product alignment, and evolving customer needs, while building scalable operations.

Requirements

• Solid experience in project management, program management, customer success, operations, or a similar role in a complex business environment
• Brings prior exposure to at least one of these areas: SaaS, healthcare, or B2B operations; experience across two is a strong plus
• Understands core Customer Success topics such as onboarding, retention, customer journeys, and service models
• Is very proficient working with data, defining KPIs, and translating business needs into reporting and dashboard requirements
• Experience working across multiple markets or in global / local operating models
• Has experience working with CRM tools such as Salesforce or HubSpot, and understands how customer data supports operational decisions
• Is highly hands-on, resourceful, and comfortable working in ambiguity
• Communicates clearly, builds trust quickly, and can navigate a complex stakeholder landscape
• Combines strategic thinking with a strong execution mindset
• Fluent English is a must, Portuguese or Spanish a big plus.

Nice To Haves

• Exposure to AI products, digital health, or enterprise service design
• Experience in customer segmentation, service model design, or operational scaling

Responsibilities

• Help shape and scale the Customer Success motion for Noa Enterprise, defining the operating model (KPIs, lifecycle, frameworks, and ways of working) to drive retention, expansion, and customer outcomes.
• Own and improve the end-to-end customer journey across onboarding, engagement, retention, and re-engagement.
• Build the performance layer of CS: KPIs, dashboards, and cohort views across onboarding quality, retention, and business performance - partnering with BI, CRM, and Operations to improve visibility and decision-making.
• Drive cross-functional alignment with local and central teams, bringing structure and consistency while identifying gaps and turning them into scalable solutions.
• Operate with strong ownership for outcomes, proactively flagging risks and driving resolution.
• Contribute to broader Customer Success Enterprise initiatives and strategic projects as the function evolves.

Benefits

• Healthcare insurance
• Wellness that works for you – from gym memberships to mental health support
• Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge
• Meal vouchers (ticket restaurant)
• Transport allowances
• Extended parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed