Job Summary:The Customer Success Manager (CSM) at PaxeraHealth Corp. plays a critical role in ensuring client satisfaction, product adoption, and long-term partnership success. This position is responsible for managing relationships with healthcare providers, hospitals, and imaging centers, ensuring that clients realize the full value of PaxeraHealth’s SaaS solutions. The CSM will proactively support onboarding, usage, renewals, and expansion, all while working to ensure zero churn and high customer satisfaction.Key Responsibilities:Customer Onboarding & AdoptionLead the onboarding process for new clients, ensuring smooth implementation and training on PaxeraHealth’s solutionsDevelop success plans tailored to each client’s needs and workflowsMonitor client engagement and provide proactive support to drive adoptionRelationship ManagementBuild and maintain strong, long-term relationships with key client stakeholdersServe as the primary point of contact for day-to-day client needs and escalationsConduct regular check-ins and business reviews with strategic accountsCustomer Retention & GrowthMonitor health metrics and proactively address risks to ensure zero churnIdentify upsell/cross-sell opportunities and collaborate with the Sales team to drive expansionSupport contract renewals and maintain a high Net Promoter ScoreSupport & Issue ResolutionCoordinate with Technical Support, Product, and Sales teams to resolve client issues efficientlyCommunicate updates, timelines, and solutions clearly and promptlyAdvocate for client needs internally to drive product and process improvementsInsights & ReportingTrack customer success metrics (customer satisfaction score, net promoter score, churn, usage)Provide regular reports and feedback to internal stakeholders on account performanceShare best practices and client feedback to improve service delivery and product roadmapJob RequirementsEducation & ExperienceBachelor’s degree in Business Administration, Healthcare Management, Information Technology, or a related field10+ years of experience preferably within healthcare or healthcare IT environments and 3–5+ years of experience in Customer Success, Account Management, or Client Relationship Management, preferably within healthcare or SaaS environmentsExperience working with hospitals, imaging centers, or healthcare providers is highly preferred Demonstrated experience managing clients across multi-regional markets (Africa, Europe, Levant, GCC, and Asia) with an understanding of cultural, operational, and regulatory differencesTechnical & Industry KnowledgeFamiliarity with SaaS platforms and customer lifecycle managementUnderstanding of healthcare IT systems (e.g., RIS, PACS, EMR) is a strong advantageExperience using CRM tools such as Salesforce or similar platformsOther RequirementsFluency in English; additional languages are a plusHigh level of professionalism and ability to handle sensitive client informationAbility to work cross-functionally with Sales, Product, and Technical teamsPowered by JazzHRB3UuWKtvaZ