Customer Success Manager

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
דרישות התפקיד
• Proven experience in Customer Success, Service Excellence, or Global customer-facing service roles
• Experience working with global, multi-region organizations (medical devices – strong advantage)
• Strong understanding of technical Service and Application operations in SLA-driven environments
• Experience with CRM, service systems, and KPI dashboards
• Excellent communication, relationship-building, and stakeholder management skills
• Strong analytical mindset with experience using CRM and service KPI dashboards
• Fluent English (written & spoken)
• High willingness to travel internationally – frequent travel (~50%)