Customer Success Manager

Key responsibilities The job is to grow the value of every customer relationship while keeping service quality high and every interaction compliant. Customer lifetime value (LTV) and retention Own the retention and LTV targets for the customer base; segment customers by service line, value tier and churn risk, and run proactive outreach for each segment. Design the follow-up-visit, care-continuity and renewal journeys that increase repeat utilization. Identify cross-sell and upsell opportunities (adjacent services, care plans, packages) and hand qualified leads to Sales and Clinical teams. Run lapsed-customer recovery: win-back campaigns, exit interviews and root-cause reviews of lost accounts. Referrals and loyalty Build and run the patient referral program: incentives, tracking, attribution and payout rules. Grow the physician and partner referral channel with regular touchpoints and feedback on referred cases. Launch and manage the loyalty or membership program: tiers, benefits, enrollment, active rate and redemption. Convert promoters into advocates through reviews, testimonials, case studies and timed referral asks. Agree program economics with Finance: cost per referral, loyalty cost per member and return on investment. Customer support operations Lead the support team across all channels (phone, WhatsApp, email, chat, front desk) and set service standards: first response time, resolution time and abandonment rate. Own the complaint and grievance process end to end, including escalation to clinical and compliance leads and closure within SLA. Maintain the knowledge base, scripts and macros; run quality-assurance scoring and coaching for every agent. Manage support tooling (CRM, helpdesk, telephony, ticketing) and its reporting. Voice of customer: CSAT, NPS and CES Own the measurement program: post-visit CSAT, transactional and relationship NPS, Customer Effort Score and online review ratings. Close the loop: contact every detractor within [48 hours], log the root cause and route the fix to the responsible department. Publish a monthly Voice-of-Customer report by location, service line and journey stage, and track actions to closure. Onboarding and adoption Design the onboarding journey for new patients and accounts: welcome, first-visit preparation, portal or app activation and care-plan education. For B2B accounts, run kick-offs, quarterly business reviews and account health scores. Team leadership Hire, train and develop the team; set individual KPIs; run weekly huddles and monthly performance reviews. Build a service culture of empathy, discretion and ownership. Cross-functional work and compliance Represent the customer in planning with Clinical, Operations, Marketing, Finance and IT. Ensure every interaction complies with patient-privacy and data-protection rules, consent requirements and internal policies [e.g., Saudi PDPL; HIPAA where applicable]. Handle sensitive situations (adverse outcomes, billing disputes, bereavement) with discretion and escalate according to policy. Qualifications The right candidate has already run a measured CSAT/NPS program and led a support team inside a regulated service business. Required Bachelor's degree in business administration, healthcare management, marketing or a related field. 5+ years in customer success, customer experience or service operations, including 2+ years managing a team. Healthcare or insurance background: hospitals, clinics, telehealth, pharmacy, medical devices or health insurance. Hands-on ownership of a CSAT or NPS program and of a referral or loyalty program, with measurable results. Working knowledge of CRM and helpdesk platforms (e.g., Zoho, Salesforce, HubSpot, Zendesk) and reporting in Excel or Power BI. Fluent in English and [Arabic]. Preferred Master's degree (MBA or MHA), or a certification such as CCXP (Customer Experience) or CPHQ (Healthcare Quality). Experience with patient-experience survey platforms (e.g., Qualtrics, Medallia, Press Ganey). Experience launching a loyalty or membership program from scratch. SQL or BI dashboard skills. Skills: Commercial and analytical thinking Program design Service operations Closed-loop problem solving Empathy and discretion Coaching and leadership Communication Compliance mindset Tools fluency Show more Show less