Customer Success Manager (Radiology)📣 إعلان

About ******** and the Role

******** is focused on redefining healthcare through diagnostic AI solutions, aiming to scale global healthcare capacity and improve patient diagnoses. As a Customer Success Manager (Radiology), you will join the team in a full-time capacity, playing a pivotal role in the company's expansion across the Middle East & Africa, including Saudi Arabia. This position involves supporting clinicians with AI as a co-pilot to address expertise shortages and ensure high-quality care access.

Role Purpose and Scope

The Customer Success Manager partners with Commercial and Professional Services teams to lead customer engagements. This includes onboarding new customers, driving product adoption, and supporting the successful launch of new products. The role ensures customers realize the full value of the ******** product portfolio by helping them achieve their clinical, operational, and financial objectives. You will serve as a trusted advisor throughout the entire customer lifecycle, from pre-sales consultation and implementation through long-term customer success, adoption, retention, and growth. This highly collaborative, customer-facing role requires close partnership with various internal teams and typically requires 5-10 years of relevant experience.

Key Responsibilities

• Manage the overall customer relationship and satisfaction for assigned accounts across the Middle East & Africa.
• Act as the primary post-sales contact, building trusted relationships with clinical, operational, technical, and executive stakeholders.
• Design, develop, and deliver customer onboarding programs, product training, and education for new implementations, upgrades, and product releases.
• Develop and execute customer success plans aligned with each customer's clinical, operational, and business objectives.
• Monitor customer health, product adoption, utilization, and engagement, proactively identifying risks and implementing mitigation plans.
• Conduct regular customer business reviews (QBRs) to measure success, demonstrate value, and identify improvement opportunities.
• Lead customer adoption and change management initiatives in collaboration with Product Management, Marketing, and Professional Services.
• Provide clinical and operational guidance throughout implementation and post-go-live activities.
• Support pre-sales engagements by participating in customer discovery sessions, defining success criteria, and sharing implementation best practices.
• Partner with the Sales team to support commercial activities, including customer presentations, executive meetings, and strategic account planning.
• Identify opportunities for account growth through cross-selling and upselling of ******** products and services.
• Support customer renewal activities by demonstrating business value and strengthening executive relationships.
• Coordinate internal cross-functional teams to manage customer issues and escalations, ensuring timely resolution.
• Work with installed-base customers to identify successful use cases and clinical outcomes for success stories and marketing case studies.
• Collaborate with Product Management by gathering customer feedback, feature requests, and market insights.
• Maintain accurate customer success documentation, account plans, and activity updates within CRM and customer success platforms.

Qualifications and Experience

• Bachelor's degree in Medical Imaging, Healthcare IT, or an equivalent field.
• Demonstrated understanding of clinical workflows, gained from prior experience working with clinicians and leadership (executives, C-suite) in a similar healthcare role.
• Technical proficiency with medical imaging IT systems, including PACS/RIS software and DICOM/HL7 standards.
• Experience with survey tools, data analysis, and reporting.

Desired Attributes and Skills

• Highly developed communication, negotiation, and interpersonal skills.
• Results-driven and collaborative team player.
• Previous experience in Clinical Applications, Customer Success, and/or Sales within the healthcare industry is preferred.
• Formal qualifications, including project or change management certifications, are considered an advantage.
• Prior experience with Salesforce is a plus.

Work Environment and Travel

This role operates across the Middle East & Africa region, requiring significant travel. The ability to travel up to 50% of the time is essential to support customer implementations, business reviews, executive meetings, conferences, and onsite customer engagements as needed.