Customer Success Lead

Nanox.AI is the deep-learning medical imaging analytics subsidiary of Nanox. We develop AI-driven solutions to target highly prevalent chronic and acute diseases affecting large populations worldwide. Our technology analyzes routine medical CT scans for any clinical indication, helping identify patients with asymptomatic or undetected findings correlated with chronic conditions in cardiac, liver, and bone. By leveraging AI, Nanox.AI helps clinicians extract valuable and actionable clinical insights from medical imaging that otherwise may go unnoticed.

Join Us and MAKE AN IMPACT!

Being a Nanoxer means becoming part of a pioneering team that’s transforming the future of healthcare. Experience growth in a fast-paced, dynamic setting, working alongside passionate professionals who value your ideas. Our innovative environment encourages creativity and collaboration, offering you the chance to grow professionally while making a meaningful impact on global health. Together, we create extraordinary solutions. Shape your career and the future of medical imaging with us.

We're looking for Customer Success Lead who will be responsible for ensuring successful adoption, clinical value realization, long-term retention, and up-sales opportunities of Software as a Medical Device (SaMD) product across healthcare customers. This role operates at the intersection of clinical workflows, regulatory and quality requirements, customer experience, and commercial activities, and is critical to scaling SaMD deployments in regulated healthcare environments.

The ideal candidate has a strong understanding of how SaMD solutions are evaluated, implemented, validated, and monitored in real-world clinical settings and can effectively translate regulatory and clinical constraints into a seamless, high-impact customer experience.

Requirements:

6+ years of experience in Customer Success, Clinical Operations, Implementation, or Account Management within SaaS technology company – mandatory.
Experience working with Software as a Medical Device (SaMD) or other regulated digital health products - strong advantage.
Proven track record managing enterprise or clinical healthcare customers - strong advantage.
Experience contributing to or scaling customer success processes.
Fluent English (both written and verbal).
Proactive with “can do approach” and solution-oriented mindset, with strong sense of ownership.
Strong communication, presentation, and documentation skills, with the ability to engage executives, clinical, and technical audiences.
Excellent stakeholder management across cross-functional and customer-facing teams.
and Data-driven mindset, with experience using CRM systems and customer success tools.
Ability to thrive in a fast-paced, high-growth, and highly regulated environment.

Responsibilities:

Customer Adoption & Value Realization

Lead onboarding, implementation, and ongoing success of SaMD customers (providers, health systems, imaging centers, etc.)
Ensure customers achieve intended clinical, operational, and economic outcomes
Develop and execute customer success plans aligned with customer goals
Drive product adoption aligned with intended use, labeling, and tech & regulatory constraints

Customer Relationship Management

Own post-sale relationships with executives and clinical stakeholders.
Conduct regular business reviews (QBRs) to assess value realization and alignment with clinical and operational stakeholders.
Identify renewal, expansion, upsell opportunities in partnership with Sales
Proactively identify, mitigate and manage risks to customer satisfaction and retention

Clinical & Regulatory Alignment

Act as a trusted advisor on SaMD deployment within regulated healthcare workflows
Ensure customer usage remains compliant with:
FDA clearance / CE marking / UKCA intended use
Labeling, IFU, and risk mitigations
Partner with Regulatory Affairs and Quality teams to:
Support post-market surveillance (PMS) and vigilance inputs
Facilitate feedback, complaints, and field data collection
Support audits, inspections, or customer regulatory inquiries as needed

Cross-Functional Leadership

Serve as the voice of the customer across the company.
Collaborate closely with:
Product & R&D (feature requests, usability feedback)
Clinical Affairs (evidence generation, clinical claims)
Regulatory & Quality (change management, post-market activities)
Sales & Marketing (case studies, references, pilots)
Lead and contribute to customer-facing documentation, training materials and case studies.

Metrics & Scale

Define and track Customer Success KPIs (e.g., adoption, retention, NPS, time-to-value)
Build scalable customer success processes for regulated SaMD growth