Customer Success Manager (Radiology)

As Customer Success Manager for the Middle East & Africa, you partner with our Commercial and Professional Services teams to lead customer engagements as Harrison.ai expands across the region - onboarding new customers, driving product adoption, and supporting the successful launch of new products into the market. You are responsible for ensuring customers realise the full value of the Harrison.ai 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 is a highly collaborative, customer-facing role requiring close partnership with Sales, Presales, Professional Services, Product Management, Marketing, Clinical teams, and Support to deliver an outstanding customer experience while identifying opportunities to expand customer value. What You'll Do: • Own the overall customer relationship and customer satisfaction for assigned accounts across the Middle East & Africa. • Act as the primary post-sales contact for customers, 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 to maximize customer success and retention. • Conduct regular customer business reviews (QBRs) to measure success against agreed objectives, demonstrate value, and identify improvement opportunities. • Lead customer adoption and change management initiatives in collaboration with Product Management, Marketing, and Professional Services. • Understand customer workflows and 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, sharing implementation best practices, and providing customer success expertise. • Partner closely with the Sales team to support commercial activities, including customer presentations, executive meetings, reference calls, and strategic account planning. • Identify opportunities for account growth through cross-selling and upselling of Harrison.ai products and services, working collaboratively with Sales to drive expansion opportunities. • Support customer renewal activities by demonstrating business value, strengthening executive relationships, and contributing to long-term customer retention. • Coordinate internal cross-functional teams to manage customer issues and escalations, ensuring timely resolution and maintaining high customer satisfaction. • Work with installed-base customers to identify successful use cases and clinical outcomes that can be developed into customer success stories and marketing case studies. • Collaborate closely with Product Management by gathering customer feedback, feature requests, and market insights that help shape the product roadmap. • Maintain accurate customer success documentation, account plans, and activity updates within the company's CRM and customer success platforms. • Travel across the Middle East & Africa to support customer implementations, business reviews, executive meetings, conferences, and onsite customer engagements as required. What You'll Bring: • Bachelor's degree level education in Medical Imaging, Healthcare IT or equivalent. • Good understanding of clinical workflows given prior experience working with clinicians and leadership (executives, C-suite) in a similar healthcare role. • Technical proficiency with medical imaging IT systems (i.e. PACS/RIS software, DICOM/HL7 standards). • Highly developed communication, negotiation and interpersonal skills. • Experience with survey tools, data analysis and reporting. • Results driven and collaborative team player. • Willing to travel up to 50% of the time for the role as needed. Nice to have skills and characteristics: • Previous experience in Clinical Applications, Customer Success and/or Sales within the healthcare industry. • Formal qualifications including project or change management certifications. • Previous experience with Salesforce. • Bachelor's degree level education in Medical Imaging, Healthcare IT or equivalent. • Good understanding of clinical workflows given prior experience working with clinicians and leadership (executives, C-suite) in a similar healthcare role. • Technical proficiency with medical imaging IT systems (i.e. PACS/RIS software, DICOM/HL7 standards). • Highly developed communication, negotiation and interpersonal skills. • Experience with survey tools, data analysis and reporting. • Results driven and collaborative team player. • Willing to travel up to 50% of the time for the role as needed. • Previous experience in Clinical Applications, Customer Success and/or Sales within the healthcare industry. • Formal qualifications including project or change management certifications. • Previous experience with Salesforce.