Customer Success Manager (Radiology)

WHAT WE’RE ABOUT At Harrison.ai http://Harrison.ai, we’re redefining what’s possible in healthcare. Through our diagnostic AI solutions, we’re building tools that support clinicians to deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide. Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we’re tackling one of healthcare’s biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live. Because while we’re building cutting-edge AI, what we’re really building is hope—that everyone can access the healthcare they deserve. And we’re just getting started. ABOUT YOUR ROLE As Customer Success Manager for the Middle East & Africa, you partner with our Commercial and Professional Services teams to lead customer engagements as Harrison.ai http://Harrison.ai expands across the region - onboarding new customers, driving product adoption, and supporting the successful launch of new products into the market. You are responsible for ensuring customers realise the full value of the Harrison.ai http://Harrison.ai product portfolio by helping them achieve their clinical, operational, and financial objectives. You will serve as a trusted advisor throughout the entire customer lifecycle from pre-sales consultation and implementation through long-term customer success, adoption, retention, and growth. This is a highly collaborative, customer-facing role requiring close partnership with Sales, Presales, Professional Services, Product Management, Marketing, Clinical teams, and Support to deliver an outstanding customer experience while identifying opportunities to expand customer value. WHAT YOU'LL DO: - Own the overall customer relationship and customer satisfaction for assigned accounts across the Middle East & Africa. - Act as the primary post-sales contact for customers, building trusted relationships with clinical, operational, technical, and executive stakeholders. - Design, develop, and deliver customer onboarding programs, product training, and education for new implementations, upgrades, and product releases. - Develop and execute customer success plans aligned with each customer's clinical, operational, and business objectives. - Monitor customer health, product adoption, utilization, and engagement, proactively identifying risks and implementing mitigation plans to maximize customer success and retention. - Conduct regular customer business reviews (QBRs) to measure success against agreed objectives, demonstrate value, and identify improvement opportunities. - Lead customer adoption and change management initiatives in collaboration with Product Management, Marketing, and Professional Services. - Understand customer workflows and provide clinical and operational guidance throughout implementation and post-go-live activities. - Support pre-sales engagements by participating in customer discovery sessions, defining success criteria, sharing implementation best practices, and providing customer success expertise. - Partner closely with the Sales team to support commercial activities, including customer presentations, executive meetings, reference calls, and strategic account planning. - Identify opportunities for account growth through cross-selling and upselling of Harrison.ai http://Harrison.ai products and services, working collaboratively with Sales to drive expansion opportunities. - Support customer renewal activities by demonstrating business value, strengthening executive relationships, and contributing to long-term customer retention. - Coordinate internal cross-functional teams to manage customer issues and escalations, ensuring timely resolution and maintaining high customer satisfaction. - Work with installed-base customers to identify successful use cases and clinical outcomes that can be deve…