[Hiring] Global Strategy Analyst - Customer Success @Docplanner

Role Description

As our organization continues to scale and evolve, we need strong operational excellence to ensure our teams deliver maximum value efficiently. We’re looking for a smart, independent operator who can combine strategy, analytics, and Technical Project Management execution to help build the next generation of global, AI-first Customer Success.

What makes this role exciting?

• Help replace fragmented local practices with scalable global ways of working, while still adapting to local market realities.
• This is a role for someone who enjoys solving ambiguous problems, bringing structure to complexity, and making things happen across multiple stakeholders.
• You will have real ownership, high visibility, and the opportunity to help build an AI-enabled Customer Success function from the ground up.

In this role, you are contributing by…

• Supporting the design and creation of the global Customer Success function of the future, relating to:
  • Insights (customer journey customisation, research projects, experimentation)
  • Productivity (product automations, operations effort optimisation and capacity utilisation)
  • Best practices (cross-market sharing, external expertise/benchmarks)
• Help define, test, and roll out AI-first Customer Success use cases.
• Prioritize use cases according to impact.
• Ensure they are practical, measurable, and adopted by teams.
• Forward thinking in terms of scalability and customer journey.
• Independently leading data analytics and modelling with a special focus on Retention and Growth.
• Data queries and solid understanding of data management topics (Superset, Tableau, SQL).
• Machine learning application (prediction models, clustering, decision trees etc.).
• Business/financial modelling (business analysis, forecasting, budget simulations).
• Supporting the execution of key strategic projects/initiatives in the markets, working hand in hand with local teams in our DP countries.
• Scale results/experiments from one market into global projects.
• Liaise with in-market stakeholders to align on project direction and status.
• Act as a TPM for selected initiatives, coordinating stakeholders, timelines, risks, and follow-up.

Qualifications

• 3–5 years of experience in strategy, operations, analytics, project management, or a related role.
• Ideally, a Data Science, Statistics, Math/Physics, CS, Finance or similarly quantitatively oriented educational background.
• Technical expertise in working with large data sets:
• Knowledge of Superset/Tableau/reporting tools - ability to edit/create dashboards.
• Knowledge of SQL, DBT and experience in working with databases - e.g. from prior BI experience.
• Desirable but not mandatory - knowledge and passion for data science (Python modelling experience; knowledge of the key data science algorithms: clustering, regression, decision trees, x-gradient boost, etc.).
• Desirable proven experience in designing and implementing advanced analytics (data preparation, feature engineering, sample management, model validation and productization).
• Prior experience in business analysis and modelling will be a plus (financial models, forecasting, business performance measurement etc.).
• Interest in and practical ability to apply AI in Customer Success operations.
• Proven experience working with multicultural teams, demonstrated communication skills and ability to navigate within a complex organisation.
• Demonstrated experience in collaborating with both data engineering and product/operational teams - experience on operating and improving “live” processes.
• Able to package insights and communicate with stakeholders/lead working sessions with teams.
• Fluent in English (any other languages specially Spanish, Portuguese & Polish - are a plus!).
• This role is remote first and can be ideally based in Spain. On a second note, Poland, Mexico or Brazil.

Requirements

• Strong operational excellence.
• Ability to combine strategy, analytics, and Technical Project Management execution.
• Experience in solving ambiguous problems and bringing structure to complexity.
• Ownership and high visibility in projects.

Benefits

• Healthcare insurance – so you can focus on what matters.
• Wellness that works for you – from gym memberships to mental health support, we’ve got you covered.
• Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.
• Local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave depending on your location.
• Career growth opportunities through learning, development, and cross-functional projects.
• Work with a diverse and inclusive global team.
• Remote work and flexible hours.