Customer Success Director

MioDottore, part of Docplanner Group, in a mission to "make the healthcare experience more human", is the world's largest healthcare platform, serving patients and healthcare ecosystems in 13 countries across Europe and LATAM. We develop digital apps and software solutions for doctors, clinics, hospitals, and patients to streamline the healthcare process. Key features include free doctor reviews, instant Online appointment booking, and a network of nearly 2 million healthcare professionals serving over 260,000 customers globally.

Backed by leading VCs like Goldman Sachs, One Peak Partners, Point Nine, and Target Global, MioDottore, counts more than 500 people motivated by the mission of making the healthcare experience more human, in a joint effort with the 3000+ employees working for Docplanner Group in 13 different countries across 2 continents. Growing organically since 2015, Miodottore has reached roughly 9.6M unique patient visits and 3M bookings every month, positioning as the Italian and Global healtech operating system.

Job Description

Are you ready to take customer success to the next level? We’re on the hunt for a Customer Success superstar, an ambitious, visionary Customer Success Director who will shape the future of some of our specific customer segments and drive exponential growth.

As the mastermind behind all Customer Success strategies, you’ll report directly to the COO of Italy and lead a talented team of Customer Success Professionals, ensuring seamless operations and outstanding service delivery. Your mission? To optimize and elevate every aspect of the customer experience - focusing on efficiency, quality, and scalability - while also pioneering new verticals.

Collaboration is key: you’ll work hand in hand with Sales, Marketing, Customer Support, and Product Development to ensure our services not only meet but exceed the expectations of our users and partners. If you thrive in fast-paced environments and are passionate about creating exceptional customer experiences, we want you on board!

Ready to make an impact? Apply now and let’s build something extraordinary together!

Key Responsibilities:

Strategy and Vision

Develop and implement strategies to improve productivity, streamline workflows, and drive continuous improvement;

Drive performance metrics, monitor KPIs, and act as POC for product development initiatives;

Boost revenues generation through upselling and cross-selling activities on the existing clientbase;

Process Development and Optimization

Supervise and optimize all processes related to customer experience, focusing on operational efficiency, service quality, and scalability. Ex. launching new AI projects, etc;

Proactively work on system integrations with external software providers to guarantee a flawless end to end customer experience to assigned customer segments;

Constantly analyze and improve onboarding and farming/retention processes while keeping churn under control.

Team and Resource Management

Lead and manage the Customer Success team to ensure the successful execution of all day-to-day activities;

Oversee the budget and ensure cost-effectiveness in all operational processes;

Manage and mentor the assigned Customer Success teams, fostering a culture of high performance and accountability.

Qualifications

Who we are looking for

Bachelor's degree in Business Administration, Engineering, Operations Management, or related field (MBA preferred);

5+ years of experience in an operations leadership role, preferably in a customer-focused environment, B2B, B2C and/or SaaS company;

Proven track record in managing large teams and complex processes;

Strong analytical and problem-solving skills with a focus on process optimization;

Experience with operational software and tools such as ERP systems, CRM (Hubspot and Salesforce are a plus), PMS, Office, etc.

Additional Information

What we offer:

Total compensation aligned with your experience