Company Description
Doctoralia: Leading Digital Health
Doctoralia is a leading integral platform in the digital health sector. 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.
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.
Global Presence Doctoralia has been part of the Docplanner Group since 2017, a multinational company with a presence in more than 13 countries.
At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on.
Role Purpose The Expansion Program Manager is the commercial engine of the Spain Clinics CS team. 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.
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.
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.
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.
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.
Team Leads hold their teams accountable to commercial standards without your constant involvement.
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.
Quality Management Experience (Must Have)
Ability to translate QA data into coaching actions and commercial performance improvements.
Strong analytical mindset: uses data to change behaviour, not just to report.
~ Fluent in Spanish and English.
~3–5+ years in Customer Success, Commercial Enablement, or CS Operations roles in SaaS or service environments.

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📌 Manager - Program Management (Barcelona)
🏢 Docplanner
📍 Barcelona