Docplanner Group is hiring a Manager of Customer Success (Enterprise) to lead a team focused on the strategic journey of our largest clients. In this role, you will ensure product adoption, drive retention and expansion, and scale processes to deliver excellence while directly managing key relationships.
What You'll Do
- Lead the Enterprise Customer Success team responsible for adoption, retention, and expansion of strategic accounts.
- Develop, train, and seniorize the team, and hire high-performance talent focused on efficiency and results.
- Act directly with Enterprise clients at key journey moments, including strategic renewals, risk mitigation, expansion opportunities, or solution redesign.
- Serve as a structured bridge between clients and the Product team, contributing insights for solution evolution and roadmap prioritization.
- Build and scale processes that guarantee predictability, efficiency, and excellence in the Enterprise journey.
- Establish and monitor clear KPIs—such as MRR, churn, NRR, activation, and onboarding time—ensuring consistent achievement.
- Ensure product adoption based on data and personalized customer journeys.
- Identify and structure expansion opportunities within the active client 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.
- Experience working directly with Enterprise clients.
- Advanced or fluent English, as recruitment stages and daily stakeholder interaction are conducted in English.
- Strategic vision combined with strong analytical capability.
- Excellent communication and stakeholder management skills, including with large clients.
- Strong analytical capability for data-driven decision making.
- Direct responsibility for results (NRR, retention, and expansion), not just processes.
- Proficiency in Excel and/or Google Sheets for analysis and reporting.
Nice to Have
- Experience preferably in SaaS companies.
Benefits & Compensation
- Work schedule is Monday to Friday, 9am to 6pm.
- Overtime bank for time off later.
- Home Office Assistance.
- Meal/Food Voucher via flexible Ifood card.
- Group Medical, Dental, and Life Insurance.
- Daycare Assistance.
- StarBem for mental health and wellbeing.
- iFeel App for emotional support.
- Wellhub for you and up to 3 dependents.
- Pet Plan extending care to your pet.
- Birthday Day Off and company anniversary day off.
- Partnership Club with discounts on condominiums and educational institutions.
- Differentiated leaves: 10 days for death of loved ones, 2 days for pet death, 7 days for marriage, 30 days for new fathers, 6 months for new mothers.
- Referral Program offering up to R$600 per referral who stays with the company for more than 6 months.
Work Mode
This is a hybrid role based in either Curitiba/PR or Rio de Janeiro/RJ.
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 every individual can do well, contributing their best.
