Customer Success Manager – Global Medical Devices

A global medical device company developing advanced digital nuclear imaging systems for hospitals and imaging centers worldwide.

Role Overview

Responsible for driving customer satisfaction and long-term relationships with global customers. This is a highly customer-facing role with frequent international travel, focused on service excellence, trust-building, and partnership development.
 

Key Responsibilities

• Lead global customer satisfaction and Customer Success activities
• Build and maintain strong relationships with key international customers
• Own the end-to-end service experience from the customer perspective
• Conduct on-site customer visits to identify needs and challenges
• Manage customer feedback processes (VOC) and drive continuous improvement
• Track and improve customer satisfaction metrics (NPS, CSAT)
• Lead service reviews and QBRs with strategic customers
• Handle customer escalations and critical service issues
• Collaborate with regional service and application teams
• Support customer retention and service contract renewals

Requirements

• Experience in Customer Success, Service Excellence, or global customer-facing roles
• Experience in global, multi-region organizations (medical devices – strong advantage)
• Understanding of technical service environments and SLA-based operations
• Experience with CRM systems and service KPIs
• Strong communication and relationship-building skills
• Fluent English (spoken and written)
• Willingness to travel internationally (~50%)