Global Project Manager – Customer Success, PMS

This is a fully remote position, open to applicants in Spain.

📋 Description

• Take ownership of and enhance the Customer Success operating model for PMS, focusing on onboarding, engagement, retention, and preventing churn.

• Lead the overhaul of the onboarding process for PMS products and any acquired companies.

• Manage the early-churn initiative, transitioning touchpoint execution from manual and ticket-based systems to CRM automation.

• Assist in the migration of CRM processes from HubSpot to Salesforce.

• Develop KPIs, dashboards, and cohort analyses to assess onboarding quality, retention scores, and preventive churn efforts.

• Collaborate with BI, CRM/Ops, and the Retention team.

• Standardize governance and operational methodologies for local teams across various markets.

• Convert product priorities into localized execution while communicating local realities to product and global teams.

• Monitor initiative performance, track expenditures, and proactively identify risks.

• Contribute to broader strategic projects within Clinics/Enterprise Customer Success.

• Coordinate with product, local CS/country leadership, BI, and retention stakeholders.

• Engage in interviews, complete a TestGorilla numerical reasoning assessment, and work on a take-home business case as part of the recruitment process.

⛳️ Requirements

• Proven experience in project management, program management, customer success, or operations within a complex, multi-product/multi-market environment.

• Familiarity with at least one of the following sectors: SaaS, healthcare, or B2B operations.

• Knowledge of onboarding, retention/farming strategies, churn prevention, and customer journey mapping.

• Proficient in data analysis, KPI definition, and translating business needs into reporting and dashboard specifications.

• Experience working in multiple markets or within global/local operating frameworks.

• Practical experience with CRM platforms such as Salesforce or HubSpot.

• Insight into how customer and product usage data informs operational decision-making.

• Ability to collaborate with product teams, local CS/country leadership, BI, and retention stakeholders without formal authority.

• Strong strategic thinking capabilities paired with effective execution and problem-solving skills.

• Fluent in English is mandatory.

• Proficiency in Spanish or Portuguese is highly advantageous.

• Must have the legal right to work in the country of residence or the location of the role.

• No visa sponsorship will be provided.

🏝️ Benefits

• Healthcare insurance.

• Gym memberships.

• Mental health support.

• Vacation time.

• Birthday time off.

• Time off to recharge.

• Meal vouchers (ticket restaurant).

• Transport allowances.

• Extended parental leave.

• Opportunities for career growth and development.

• Participation in cross-functional projects.

• Option for remote work.

• Flexible working hours.

• Access to office hubs located in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, and Bologna.

• Work in a global, diverse, and inclusive environment.