Customer Success Manager

Overview

Senior Customer Success Manager ( MedTech-HealthTech)

Key Responsibili

Customer Success & Account Manag

• ementOwn and manage a portfolio of strategic healthcare customers across the GCC and international mar
• kets.Act as the primary post-sales point of contact for customers and key stakehol
• ders.Build trusted relationships with clinical, operational, and executive decision-ma
• kers.Develop and execute customer success plans aligned with customer goals and business object
• ives.Ensure successful onboarding, implementation support, adoption, and long-term utilization of the plat
• form.Guide customers through workflow integration and best-practice adop
• tion.Conduct regular business reviews to measure success and identify opportunities for improve
• ment.Act as a trusted advisor, helping customers maximize the value and impact of the solu

tion.Customer Adoption & Rete

• ntionMonitor customer health metrics, usage trends, and engagement le
• vels.Proactively identify risks and implement strategies to improve adoption and prevent c
• hurn.Drive user engagement and promote long-term product utiliza
• tion.Gather customer feedback and collaborate with internal teams to enhance the overall customer experi
• ence.Support customers through change management and digital transformation initiat

ives.Renewals & Account G

• rowthLead customer renewal discussions and retention activi
• ties.Identify opportunities for account expansion, additional deployments, and increased product adop
• tion.Partner closely with commercial teams to support revenue growth within existing acco
• unts.Maintain accurate forecasting for renewals and growth opportuni
• ties.Drive customer loyalty, advocacy, and long-term partnership develop

ment.Customer Advocacy & Represent

• ationRepresent the company professionally during executive meetings, customer workshops, conferences, and industry ev
• ents.Build strong relationships with healthcare leaders, clinicians, hospital administrators, and operational stakehol
• ders.Act as the voice of the customer internally, helping shape future product and service improvem
• ents.Support customer reference programs, testimonials, and case stu
• dies.

& P

• rofile
• 5+ years of experience in Customer Success, Account Management, Client Services, or Relationship Management
• roles.Previous experience
• within HealthTech, MedTech, Digital Health, Healthcare IT, Clinical Software, Diagnostics, Medical Devices, Medical Imaging, Ophthalmology, or related healthcare s
• ectors.Proven track record of managing enterprise or strategic healthcare ac
• counts.

Experience

• driving customer adoption, retention, renewals, and account
• growth.

Experience

• working with hospitals, healthcare groups, clinics, diagnostic centers, ophthalmology networks, or healthcare pro
• viders.Strong understanding of healthcare environments and stakeholder mana
• gement.Excellent communication, presentation, and relationship-building
• skills.Commercially minded with a strong focus on customer outcomes and long-term partne
• rships.Ability to engage confidently with both clinical and business stakeh
• olders.Willingness to travel within the GCC and internationally when re
• quired.Fluent English is required; Arabic is a strong adv
• antage.