We are partnering with a fast-growing global HealthTech company specializing in AI- and VR-powered diagnostic and screening solutions, operating across 30+ countries with CE and FDA approvals.
As the company continues its international expansion, we are seeking an experienced and customer-focused Senior Customer Success Manager ( MedTech-HealthTech) to drive customer adoption, retention, and long-term success across strategic healthcare accounts in the GCC and international markets.
This is a highly visible client-facing role, responsible for building strong relationships with healthcare providers, ensuring successful implementation and adoption, driving renewals, and identifying growth opportunities within existing accounts.
The ideal candidate combines healthcare industry knowledge, strong relationship management skills, commercial acumen, and a passion for helping customers achieve measurable outcomes.
Key Responsibilities
- Customer Success & Account Management
- Own and manage a portfolio of strategic healthcare customers across the GCC and international markets.
- Act as the primary post-sales point of contact for customers and key stakeholders.
- Build trusted relationships with clinical, operational, and executive decision-makers.
- Develop and execute customer success plans aligned with customer goals and business objectives.
- Ensure successful onboarding, implementation support, adoption, and long-term utilization of the platform.
- Guide customers through workflow integration and best-practice adoption.
- Conduct regular business reviews to measure success and identify opportunities for improvement.
- Act as a trusted advisor, helping customers maximize the value and impact of the solution.
- Customer Adoption & Retention
- Monitor customer health metrics, usage trends, and engagement levels.
- Proactively identify risks and implement strategies to improve adoption and prevent churn.
- Drive user engagement and promote long-term product utilization.
- Gather customer feedback and collaborate with internal teams to enhance the overall customer experience.
- Support customers through change management and digital transformation initiatives.
- Renewals & Account Growth
- Lead customer renewal discussions and retention activities.
- Identify opportunities for account expansion, additional deployments, and increased product adoption.
- Partner closely with commercial teams to support revenue growth within existing accounts.
- Maintain accurate forecasting for renewals and growth opportunities.
- Drive customer loyalty, advocacy, and long-term partnership development.
- Customer Advocacy & Representation
- Represent the company professionally during executive meetings, customer workshops, conferences, and industry events.
- Build strong relationships with healthcare leaders, clinicians, hospital administrators, and operational stakeholders.
- Act as the voice of the customer internally, helping shape future product and service improvements.
- Support customer reference programs, testimonials, and case studies.
- Requirements & Profile5+ years of experience in Customer Success, Account Management, Client Services, or Relationship Management roles.
- Previous experience within HealthTech, Med
- Tech, Digital Health, Healthcare IT, Clinical Software, Diagnostics, Medical Devices, Medical Imaging, Ophthalmology, or related healthcare sectors.
- Proven track record of managing enterprise or strategic healthcare accounts.
- Experience driving customer adoption, retention, renewals, and account growth.
- Experience working with hospitals, healthcare groups, clinics, diagnostic centers, ophthalmology networks, or healthcare providers.
- Strong understanding of healthcare environments and stakeholder management.
- Excellent communication, presentation, and relationship-building skills.
- Commercially minded with a strong focus on customer outcomes and long-term partnerships.
- Ability to engage confidently with both clinical and business stakeholders.
- Willingness to travel within the GCC and internationally when required.
Fluent English is required; Arabic is a strong advantage.
