Scaling Customer Success Through a Merger

Context

jameda, Germany’s leading doctor-rating and appointment platform, was acquired by Docplanner — one of Europe’s largest healthtech groups — during my tenure. The CS function had to scale and modernise while navigating a full organisational merger.

What I did

Team scaling. Built the CS function from 15 to 70+ people, across multiple sub-teams: onboarding, account management, retention, and support. Created the hiring profiles, interview processes, and onboarding programmes.

Portfolio management. Managed a book of business exceeding 10,000 SMB medical practice accounts and €20M ARR, with churn below 2% at scale.

CRM migration. Led the full Salesforce → HubSpot migration: data architecture, workflow redesign, team training, and phased rollout across the CS organisation.

Merger transition. Owned the CS function through the jameda/Docplanner integration — aligning processes, tools, and teams across two previously independent organisations.

CSAT. Built the CSAT programme from a standing start, reaching 95%+ satisfaction scores within the first year.

Outcomes

A 70+ person team operating with clarity and consistency. Under 2% logo churn on a large SMB portfolio. A CRM that serves the combined organisation. A CS function that survived and improved through a major merger.