Global Project Manager - Customer Success PMS (Clinics/Enterprises)

Role overview

A global project management role focused on Practice Management Systems (PMS) within a large healthcare software business. The position operates at the intersection of Customer Success, operations, and special projects, shaping how clinics are onboarded, engaged, and retained across multiple PMS products and international markets. It is a strategic but highly hands-on opportunity for someone comfortable building scalable operations from the ground up while navigating ambiguity between local and global priorities.

Responsibilities

- Own and evolve the PMS Customer Success operating model, covering onboarding, engagement, retention, and churn prevention across multiple products and markets. - Lead the redesign of onboarding processes, adapting market-level templates and rolling them out consistently across the portfolio. - Drive an early-churn initiative built around a three-tier touchpoint model, moving from manual execution toward CRM automation during a migration from one major CRM platform to another. - Build the performance layer for PMS Customer Success: KPIs, dashboards, and cohort views for onboarding quality, retention, and preventive churn, in close partnership with BI and CRM/Ops teams. - Standardize governance and ways of working for local teams, aligning country-level execution with a consistent, data-driven global model. - Translate product priorities into actionable local execution and surface local realities back to product and global leadership, while tracking initiative performance and spend.

Requirements

- Solid experience in project management, program management, customer success, or operations within a complex, multi-product and multi-market business. - Exposure to at least one of SaaS, healthcare, or B2B operations, with experience in two being a strong plus. - Strong understanding of core Customer Success concepts: onboarding, retention, farming, churn prevention, and customer journeys. - High proficiency with data: defining KPIs, translating business needs into reporting and dashboard requirements, and partnering effectively with BI teams. - Hands-on experience with CRM platforms such as Salesforce or HubSpot, and an understanding of how customer and product-usage data inform operational decisions. - Demonstrated ability to coordinate across multiple stakeholders and functions without relying on formal authority, combined with strategic thinking and strong execution.

Benefits and work setup

- Remote-friendly setup with flexible hours, alongside the option to work from hubs in several major European and Latin American cities. - Global benefits package typically including healthcare insurance, wellness support, and paid time off for vacation, personal days, and birthdays. - Local perks available depending on country of employment, such as meal vouchers, transport allowances, or extended parental leave. - Opportunities for cross-functional learning and career development as the business continues to scale. - Visa sponsorship is not available for this role; candidates must already hold the legal right to work in their country of residence.