Customer Growth Associate📣 إعلان

About Augnito

Augnito provides next-generation Voice AI for healthcare, offering cloud-based speech recognition with 99% accuracy. This technology supports clinicians with ergonomic data entry from any device, without requiring voice profile training. Built in collaboration with clinicians, Augnito supports diverse clinical vocabularies and workflows, aiming to reduce reporting and administration time, eliminate transcription delays, and mitigate physician burnout. Augnito is currently deployed in over 300 hospitals and health systems across more than 20 countries, including the US, UK, and Canada, and is expanding its presence in the Kingdom of Saudi Arabia.

About the Role

Augnito is seeking a Customer Success Associate to support hospital accounts across Saudi Arabia. This full-time role, based in Riyadh, Riyadh, Saudi Arabia, involves assisting with customer onboarding, product adoption, and maintaining day-to-day account health. The associate will work alongside a senior Customer Success Manager or Account Owner, focusing on specific aspects of the customer lifecycle rather than independent full ownership. This is a customer-facing position within a clinical environment, requiring 2-5 years of relevant experience.

Key Responsibilities

• Support assigned hospital accounts through onboarding, adoption, and sustained usage, following the Customer Success playbook for standard activities.
• Act as the primary contact for routine customer touchpoints, product adoption support, and issue tracking, escalating strategic or at-risk matters to management.
• Track usage patterns and address drops in adoption, supporting training sessions, walkthroughs, and webinars for clinicians and hospital staff.
• Conduct on-ground implementation and training at hospitals during onboarding and go-live, providing at-elbow support and driving user adoption.
• Manage post-go-live accounts by tracking support tickets, running regular check-ins, and escalating technical issues with clear details.
• Contribute to value tracking by helping to gather usage and outcome data for accounts.
• Participate in internal knowledge-sharing and contribute account learnings to team best practices.
• Facilitate testimonials and reviews for strong accounts, coordinated through management.
• Monitor for early signs of account dissatisfaction and flag churn risks to management.
• Identify potential upsell/cross-sell signals and support demos, POCs, and new customer engagements as needed.
• Build working relationships with day-to-day users and hospital IT/clinical staff, supporting senior stakeholder conversations led by management.

Performance Measurement

Performance in this role will be evaluated based on several key metrics, ensuring effective customer engagement and product utilization. These include the onboarding completion rate and time-to-active-usage for assigned accounts, demonstrating efficiency in bringing new users online. Additionally, ticket resolution time and the turnaround for adoption issues will be assessed, reflecting responsiveness and problem-solving capabilities. Customer Satisfaction (CSAT) and Net Promoter Score (NPS) on assigned accounts will measure overall customer sentiment. The timeliness and quality of account touchpoints, as defined by the Customer Success playbook, will also be a factor. Finally, the quality of churn-risk flags raised, specifically their accuracy and timeliness, will be evaluated.

Impact of the Role

This role is central to ensuring sustained product adoption and customer satisfaction. The Customer Success Associate plays a critical part in preventing user frustration by providing timely support and guidance, thereby building trust in the tool. This position offers the opportunity to develop account management skills and instincts, which can lead to full account ownership over time.