Customer Success Manager
Manage customer journeys in healthcare, ensuring successful implementation and engagement, requiring a clinical background and strong communication skills.
Skills
About This Role
The Role
- As a Customer Success Manager at Heidi Health, you ll be the bridge between technology and care - helping hospitals, clinics, and clinicians across the Middle East adopt and love Heidi.
- You ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care.
- This role is ideal for someone with a medical background (e.g. former doctor, nurse, or allied health professional) who s excited to drive digital transformation in healthcare.
- What you ll do:
- Own customer outcomes:
- Be the strategic partner for a portfolio of Heidi s customers, ensuring they achieve measurable success and realise value.
- Lead onboarding & training:
- Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
- Track and improve metrics along customer journey like time-to-first-value and early activation.
- Drive strategic adoption:
- Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
• Enhance Retention & Growth
- Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
- Customer advocacy:
- Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
- Continuous engagement:
- Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies.
- Think and act strategically to scale your impact.
- Resolve operational blockers:
- Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
- Feedback insights:
- Gather and share insights to influence product development and feature prioritisation.
What We re Looking For
- Native or professional Arabic and English language skills are a must,
- 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
- Clinical background (e.g. medicine, nursing, or allied health) strongly preferred.
- Familiarity with the GCC s healthcare ecosystem (both public and private).
- Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
- Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
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