Expansion & Retention Program Manager

Company Description

Doctoralia: Leading Digital Health

Doctoralia is a leading global platform in the digital health sector. Our goal is to connect patients with healthcare professionals in a simple, fast, and efficient way.

How do we do this? Through our marketplace and mobile App, we enable users to search for private healthcare professionals and clinics, read patient reviews, check availability, and book appointments directly online. 📱💻

Furthermore, we offer an innovative SaaS designed to help healthcare professionals manage their practices efficiently, optimizing the experience for both doctors and patients.

Innovation with NOA Notes

We have launched NOA Notes, a revolutionary tool that improves medical management and documentation, reducing the time spent on administrative tasks.

Thanks to NOA Notes, healthcare professionals have already saved 9 million minutes of administrative work, allowing them to dedicate more time to what truly matters: caring for their patients. 🚀

Global Presence

Doctoralia has been part of the Docplanner Group since 2017, a multinational company with a presence in more than 13 countries. 🌍

Our mission? To help people live longer and healthier lives. ❤️

Our Core Values

In our daily work, we are guided by our principles:

• 🔹 Think like an owner 💼

• 🔹 Learn and be curious 🤔

• 🔹 Focus on results 🎯

• 🔹 Keep it lean, keep it simple 🛠✨

• 🔹 Be respectful and radically honest 🤝
  
  Why join us?
  
  📊 Real impact – We help doctors help patients. Your work truly makes a difference.
  
  📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on.
  
  ✨ Shape the future, sustain growth – Make a difference now and build for long-term success.

Role Purpose

The Expansion Program Manager is the commercial engine of the Spain Clinics CS team. This is not an operational support role — it is a revenue-driving position focused on building and scaling the expansion muscle across the CS organization, while ensuring CS teams can also identify churn risk early and protect recurring revenue.

This person owns the design, launch, and continuous improvement of the expansion program — creating the systems, playbooks, and coaching frameworks that enable every CS team member to consistently identify and close upsell and cross-sell opportunities, while reinforcing customer value and supporting churn prevention.

Quality Management and process improvement are tools in service of expansion and retention, not ends in themselves. This role uses QA data, product usage, customer health signals, and process adherence to drive commercial performance — identifying coaching opportunities, closing execution gaps, improving upsell/cross-sell execution, and reducing avoidable churn risk.

Key Responsibilities

Expansion Program Design & Execution

• Design, launch, and own the end-to-end expansion program for the Spain Clinics CS team.

• Build upsell and cross-sell playbooks grounded in customer behaviour signals, lifecycle stage, product usage data, customer health, and churn risk.

• Define expansion targets, KPIs, and tracking frameworks that provide real-time visibility into team-level commercial performance, upsell/cross-sell pipeline, and at-risk revenue.

• Identify the right moments in the customer journey to introduce expansion conversations, reinforce customer value, and prevent churn before risk escalates.

• Partner with Team Leads to ensure expansion and churn prevention activities are executed consistently and at scale.

Commercial Mindset & Coaching

• Coach CS teams to shift from a “retention-only” mindset to a commercially aware approach — without turning CSMs into salespeople or losing focus on customer value.

• Design and deliver structured training programs on identifying upsell and cross-sell signals, churn risks, commercial conversations, value reinforcement, and objection handling.

• Build accountability frameworks that make expansion, upsell/cross-sell execution, and churn prevention a natural part of every CS team member’s role.

• Distinguish between team members who can develop commercial and retention skills and those who cannot — and act accordingly.

Quality Management in Service of Expansion

• Own the Quality Assurance workflow: define review criteria, score interactions, and deliver structured feedback to Team Leads — with a specific lens on commercial execution quality, upsell/cross-sell execution, value reinforcement, and churn prevention behaviours.

• Use QA data to identify patterns, coaching opportunities, churn risks, and process gaps that are limiting expansion performance or increasing avoidable churn.

• Build a culture of accountability in Team Leads — the goal is for Team Leads to own quality reviews, not for this role to execute them indefinitely.

• Ensure CS procedures across onboarding, account management, retention, and expansion are consistently followed and continuously improved.

Performance Visibility & Reporting

• Provide leadership with clear, data-driven visibility into expansion performance, QA trends, and commercial execution gaps.

• Build scalable reporting frameworks that make performance objective and measurable — replacing subjective assessments with KPIs.

• Track adoption of the expansion program and iterate based on what the data shows.

Local Execution of Global Initiatives

• Act as the Spain lead for implementing global CS efficiency programs, AI tools, and commercial excellence initiatives.

• Identify friction points, provide structured feedback to global teams, and ensure initiatives are embedded — not just rolled out.

You’ll Be Successful If You…

• Drive a 5x increase in expansion revenue from the Spain Clinics CS team within 12 months.

• Build a functioning expansion program with documented playbooks, clear triggers, and team-level KPIs.

• Every CS team member can consistently identify, pursue, and close growth opportunities.

• Churn risks are identified earlier and managed through clear playbooks, escalation paths, and Team Lead accountability.

• QA, customer health, and usage data help reduce avoidable churn and protect recurring revenue.

• Team Leads own and execute quality reviews independently — you designed the system, they run it.

• QA data directly informs coaching decisions and commercial performance improvements.

• Process adherence across onboarding, account management, and expansion is measurable and consistently above target.

• The CS team moves from retention-only to commercially aware — without losing customer focus.

• Spain becomes a benchmark market for expansion program design and execution.

• Team Leads hold their teams accountable to commercial standards without your constant involvement.

Required Experience & Skills

Expansion Program Experience (Must Have)

• Proven experience designing and launching expansion programs, including upsell and cross-sell motions, within a CS organization.

• Demonstrable results: revenue growth metrics, expansion rate improvement, upsell/cross-sell performance, NRR improvement, or similar measurable commercial impact.

• Experience coaching CS teams on commercial behaviours, upsell/cross-sell conversations, churn risk identification, and customer value reinforcement.

• Strong understanding of customer lifecycle KPIs: activation, retention, NRR, expansion, upsell, cross-sell, and churn.

Quality Management Experience (Must Have)

• Experience building and running QA programs in a CS or service organization.

• Proven ability to create accountability frameworks that transfer ownership to Team Leads — not just execute QA yourself.

• Ability to translate QA data into coaching actions and commercial performance improvements.