Customer Success and Support Lead, Medical Devices

Customer Success & Support Lead, Medical Devices

Our client is a leader in AI-enhanced solutions for the

gastroenterology space. They are in the midst of a commercial expansion period and looking for a Global Customer Success & Support Lead who will build and lead a high-performing customer success and support team. This is a full-time, W-2 position based ideally in EST.

• You will develop and implement the global customer success and support strategy and provide high-level service and technical support to the medical teams on the ground. 
• You will be responsible for the continuous communication with customers around the world, maintaining a positive customer experience by building and managing a scalable infrastructure and customer support tools (e.g., helpdesk, documentation, CRM). 
• You will also act as a senior escalation point and trusted advisor for high-value customers. 
• Internally you will collaborate with Sales on renewals & expansions, and champion a voice-of-customer feedback loop with Product and R&D to improve product-market fit and usability.

Requirements:

• Bachelor's degree, preferably but not necessarily in a STEM subject. Master’s degree an advantage.
• 5+ years in customer success or support roles in healthtech, medtech, or medical devices a must, including 2+ years in a lead role.
• Experience working with hospitals, clinics, and clinicians — ideally in surgical or endoscopy environments.
• Demonstrated ability to build and scale international teams and processes in startup or rapid-growth environments.
• Technical proficiency with both hardware and software products
• Excellent interpersonal communication skills.