Customer Success Manager

תיאור משרה

A stable imaging medical device company is looking for a Customer Success Manager
Role Overview
The Customer Success Manager is responsible for leading customer satisfaction and long-term customer relationships across our global medical device service organization. This is a highly customer-facing role, with frequent international travel and regular on-site visits, focused on building trust, fostering partnerships, and delivering service excellence.
Position Responsibilities
• Drive global Customer Success and Customer Satisfaction strategy
• Build and maintain strong, long-term relationships with key global customers
• Act as the primary customer-facing owner for service experience and satisfaction
• Conduct frequent on-site customer visits to understand needs, expectations, and pain points
• Establish and manage closed-loop customer feedback processes – represent the VOC
• Define, deploy, and manage global customer satisfaction metrics (NPS, CSAT, CES)
• Lead service reviews and QBRs with strategic customers, both on-site and remotely
• Analyze customer feedback, identify trends, and drive continuous improvement initiatives
• Partner closely with regional teams to improve customer experience
• Manage global customer escalations and critical service issues