Customer Success Manager
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Key skills for this role
About the 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 adop.
Key Skills for This Role
Responsibilities
- 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
- 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
- Continuous engagement: Deliver value at every touchpoint through proactive check ins, success planning, and education strategies
- 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
Requirements
- 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
- Highly organised and can confidently manage multiple projects and competing priorities
Full Job Posting
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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