Retention Customer Success

Description

### **Company Description** At **Doctoralia**, our mission is to humanize the healthcare experience through technology. As the leading platform in the Mexican market and a global benchmark for **SaaS** solutions in the medical sector, we connect millions of patients with specialists, transforming clinical practice into an efficient, patient-centered digital experience. We are seeking a passionate, strategic, and growth-minded **Retention Customer Success** professional to become a key ally for our specialists. ### **Role Description** Being a **Retention Customer Success** professional at Doctoralia is much more than managing cancellation requests: it’s about transforming critical moments into opportunities for real impact within the healthcare sector. You are the human voice behind a SaaS platform that digitizes healthcare—and makes it more human. You accompany specialists when they need it most, understanding their context, analyzing their profile, and proposing customized solutions that align their goals with Doctoralia’s—building long-term relationships grounded in data, empathy, and trust. **Here, we don’t retain out of obligation—but because of value:** * We reduce churn with intelligent and personalized strategies. * We recover customers by understanding their business and real needs. * We turn payment incidents and friction points into positive experiences. * We ensure every specialist maximizes the platform’s potential. This role is ideal for individuals who enjoy negotiating, analyzing, and solving problems—who thrive in dynamic environments and seek meaningful, measurable impact on the lives of thousands of patients and specialists. ### **Key Responsibilities** * Analyze reasons for potential specialist cancellations and design personalized retention strategies, aligning their needs with Doctoralia’s solutions. * Implement proactive campaigns and actions to reduce churn, identifying and addressing early signals of dissatisfaction or underutilization of the platform. * Serve as a specialized consultant, proactively contacting specialists to offer alternatives, resolve incidents, and ensure continuous, satisfactory product usage. * Collaborate closely with internal teams (sales, support, product, and marketing) to provide feedback on trends, needs, or blockers identified in the specialist experience. * Monitor and report key retention metrics, identifying areas for improvement and sharing insights that contribute to the ongoing evolution of processes and the platform. ### **Professional Profile** * **Experience:** 1–2 years in Retention and Portfolio Management with **high-volume** customer bases (100\-150 customers). * **Tech DNA:** You thrive in startup, marketing, or advertising environments. * **Data-Driven:** You know how to read data, analyze Google Ads campaigns, and use them to tell a success story. * **Tech Stack:** You master CRM, Zoom, Slack, and the Google Workspace ecosystem. * **Soft Skills:** You possess a problem-solving mindset, empathy, and resilience in customer retention. ### **Value Proposition (Compensation & Benefits)** We offer a high-performance environment with a competitive benefits package: * **Hybrid Work Model:** The perfect balance between office energy and home-office comfort. * **Commission Structure:** An incentive plan rewarding your ability to manage accounts. * **Real Time Off:** 22 vacation days from Year 1 \+ your birthday off to celebrate. * **Health First:** Major Medical Expense Insurance for your peace of mind. * **Future & Benefits:** Savings fund and grocery vouchers. * **Well-being:** TotalPass \& iFeel memberships for your physical and emotional well-being. * **Global Culture:** Professional growth within an international company present in over 13 countries. **Are you ready to transform healthcare in Mexico?** We want to meet you!