Customer Success Team Leader - Remote

Overview

As part of Docplanner Group — one of Europe’s largest health tech companies — DoktorTakvimi.com is Turkey’s #1 healthcare platform. Every day, nearly 2.500 teammates around the world work toward a single mission: Helping people live longer, healthier lives. And while we're at it, we make life easier for both patients and healthcare professionals. Over the past 15 years in Turkey, we've built a culture that's uniquely ours. Our team defines it with three simple words: autonomy, appreciation, and flexibility. We’re a team that questions the status quo, thinks independently, and isn’t afraid to try (or fail). We’re humble yet ambitious, honest yet direct, friendly yet laser-focused on results. If you're ready to take action for a healthier future, your place might be right here. You will be responsible for managing multiple Customer Success teams, reporting to the Customer Success Manager.

In Short

• Manage a Customer Success Specialists team
• Launch and maintain first-rate services for our customers with the International CSl team
• Develop and implement new methodologies to ensure maximum Customer Satisfaction
• Analyze team performance and provide coaching
• Provide top care for our existing customers
• Achieve/exceed target KPIs: renewal%, upsell%, engagement, churn, and CSAT
• Identify and forecast risks and growth opportunities within the portfolio
• Work closely with multiple teams to ensure exceptional customer experience
• Reduce churn and improve customer adoption
• Build lasting relationships and convert customers into engaged products

Requirements

• Love building things from scratch
• At least 5 years of experience in Customer Success
• Familiarity with Zendesk, Salesforce.com, and Typeform.com
• Experience in leading teams
• Proficient in English
• Focus on results, not tasks
• Patient and understanding of others' needs
• Enjoy working with numbers and people

Benefits

• Private health insurance
• Unlimited access to the Ifeel emotional well-being tool
• Free birthday leave
• Remote work opportunity
• Stock option plan after 6 months
• 3 days of motivation leave each year
• Performance bonus