Do you want to be part of the largest healthcare platform in the world?
We are Doctoralia, a Docplanner group company. We operate in 13 countries, serve more than 55 million patients, and process more than 17 million appointment bookings per month. Today, more than 2 million healthcare professionals are part of our base, and we've reached around 14 million patient reviews so far.
Our mission is to help people live longer, healthier lives.
To do this, we offer two complementary fronts: a marketplace, where patients can book and rate appointments at any time, and a SaaS system that helps practices optimize management, patient flow, and online appointments all available via web or app (iOS and Android).
We're looking for a Customer Success Coordinator to lead our retention operation and help our customers continue extracting value from our solutions.
This role is responsible for leading a B2C CS team, driving operational excellence, improving retention performance, and fostering a highly engaged, high-performing culture. More than managing dashboards, you'll transform data into actions, connect cross-functional teams, and continuously improve the customer journey.
If you're energized by coaching leaders, solving operational challenges, and creating measurable business impact, we'd love to meet you.
Lead a retention operation fostering a high-performance and customer-centric culture.
Monitor operational performance and business metrics, translating insights into concrete action plans.
Identify opportunities to improve processes, customer experience, and operational efficiency.
Drive initiatives to increase customer retention and reduce avoidable churn.
Coach and develop Team Leaders, ensuring consistent feedback, accountability, and people development.
Partner closely with Product, Sales, and other cross-functional teams to identify root causes and implement scalable solutions.
Coach and develop Team Leaders, ensuring consistent feedback, accountability, and people development.
Ensure operational routines, cadences, and performance reviews are consistently executed.
Anticipate risks, remove operational bottlenecks, and improve predictability across the operation.
Keep the team engaged, motivated, and connected to company culture, especially in a high-pressure retention environment.
Build an environment where customers clearly perceive the value of our solutions, supporting sustainable retention and revenue growth.
Previous experience leading Customer Success, Retention, Sales or Customer Operations teams.
Experience managing managers or Team Leaders.
Strong people leadership skills with a coaching mindset.
Proven ability to drive operational excellence through structured routines and performance management.
Familiarity with CRM management (Hubspot, Salesforce ou similares);
Comfortable working with KPIs and operational data to influence decisions and prioritize initiatives.
Strong cross-functional collaboration and stakeholder management skills.
Excellent communication and influencing skills.
Advanced English - you will use it daily!
Experience in SaaS or subscription-based businesses.
Experience with retention, renewals, or churn prevention.
Experience leading large operational teams.
Work schedule
Monday to Friday, 9 AM to 6 PM (40 hours per week).
Hybrid model (CWB): If you live in Curitiba or the metropolitan area, you'll work two days at our office in downtown Curitiba and three days from home (to be arranged with your manager).
Our benefits
Overtime bank, taken as time off;
Home Office Allowance (R$100);
Meal/Food Voucher on a flexible iFood card (R$1 payroll deduction);
Health Insurance (20% co-payment), Dental Insurance, and Group Life Insurance;
Daycare Allowance (up to 5 years and 11 months old);
StarBem (2 free psychologist sessions per month, 1 free nutritionist session per month);
iFeel app, for emotional support;
Wellhub for you and up to 3 dependents!
Pet Plan, extending care to your furry friend as well;
Birthday Day Off and Company Anniversary Day Off;
Partnership Club, discounts at universities, language schools, and other institutions;
Bereavement leave: 10 days in the event of the loss of a loved one, 2 days in the event of the loss of a pet;
Maternity/paternity leave: 6 months for mothers and 30 days for fathers;
Referral Program offering up to R$600 for referring new employees who stay with us for more than 6 months;
We provide feedback at every stage of the process.
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, welcoming team where every individual can shine and contribute their best.
