Customer Success Manager

About Harrison.ai

At Harrison.ai, we are pioneering transformative advancements in healthcare by harnessing the power of diagnostic AI. Our innovative solutions empower clinicians to deliver earlier and more precise diagnoses, thereby elevating the standard of care for millions of patients across the globe. Our mission is both ambitious and clear: to expand global healthcare capacity and foster a fairer, healthier world. By positioning AI as a collaborative tool for clinicians, we address one of healthcare’s most pressing challenges—the scarcity of specialized expertise—ensuring that every patient, regardless of location, has access to timely and high-quality medical care. While our technology represents cutting-edge innovation, our ultimate goal is to instill hope: the belief that everyone deserves equitable access to the healthcare they need. We are at the beginning of an exciting journey, and we invite you to join us in shaping the future of healthcare.

Your Role as a Customer Success Manager

As a Customer Success Manager for the Middle East & Africa, you will play a pivotal role in Harrison.ai’s regional expansion. You will collaborate closely with our Commercial and Professional Services teams to lead customer engagements, from onboarding new clients to driving product adoption and supporting the successful introduction of new solutions into the market. Your primary responsibility is to ensure that customers fully realize the value of Harrison.ai’s product portfolio by helping them achieve their clinical, operational, and financial goals. Acting as a trusted advisor, you will guide customers through every stage of their journey—from pre-sales consultations and implementation to long-term success, retention, and growth.

This role demands a highly collaborative and customer-centric approach, requiring you to work seamlessly with cross-functional teams including Sales, Presales, Professional Services, Product Management, Marketing, Clinical teams, and Support. Your efforts will be instrumental in delivering an exceptional customer experience while uncovering opportunities to enhance customer value and drive expansion.

Key Responsibilities

• Customer Relationship Management: Own the overall customer relationship and satisfaction for assigned accounts across the Middle East & Africa, serving as the primary post-sales contact for clinical, operational, technical, and executive stakeholders.
• Onboarding & Training: Design, develop, and deliver comprehensive customer onboarding programs, product training, and educational initiatives tailored to new implementations, upgrades, and product releases.
• Customer Success Planning: Develop and execute tailored customer success plans aligned with each client’s clinical, operational, and business objectives to ensure measurable outcomes and long-term satisfaction.
• Health Monitoring & Risk Mitigation: Continuously monitor customer health metrics, including product adoption, utilization, and engagement, to proactively identify risks and implement mitigation strategies that maximize success and retention.
• Business Reviews & Value Demonstration: Conduct regular Quarterly Business Reviews (QBRs) to assess progress against agreed objectives, showcase delivered value, and uncover opportunities for improvement and growth.
• Adoption & Change Management: Lead customer adoption initiatives and change management efforts in partnership with Product Management, Marketing, and Professional Services to ensure smooth transitions and optimal utilization of Harrison.ai solutions.
• Clinical & Operational Guidance: Provide expert clinical and operational guidance to customers throughout implementation and post-go-live phases, ensuring alignment with their workflows and strategic goals.
• Pre-Sales Support: Contribute to pre-sales engagements by participating in customer discovery sessions, defining success criteria, sharing implementation best practices, and offering customer success expertise to support the sales process.
• Sales Collaboration: Partner closely with the Sales team to support commercial activities, including customer presentations, executive meetings, reference calls, and strategic account planning to drive revenue growth.
• Growth & Expansion: Identify opportunities for account growth through cross-selling and upselling of Harrison.ai products and services, working collaboratively with Sales to capitalize on expansion opportunities.
• Renewal & Retention: Support customer renewal activities by demonstrating tangible business value, strengthening executive relationships, and contributing to long-term customer retention strategies.
• Issue Resolution & Escalation: Coordinate internal cross-functional teams to manage customer issues and escalations, ensuring timely resolution and maintaining high levels of customer satisfaction.
• Success Story Development: Collaborate with installed-base customers to identify successful use cases and clinical outcomes that can be transformed into compelling customer success stories and marketing case studies.
• Product Management Collaboration: Work closely with Product Management to provide customer insights and feedback that inform product development and roadmap priorities, ensuring our solutions continue to meet evolving market needs.

Ideal Candidate Profile

We are seeking a proactive, results-driven professional with a passion for customer success and a deep understanding of the healthcare technology landscape. The ideal candidate will possess strong interpersonal skills, the ability to build trusted relationships at all levels of an organization, and a track record of driving customer adoption and satisfaction in a complex, regulated environment. Experience in healthcare IT, diagnostic solutions, or AI-driven technologies is highly desirable, as is familiarity with the Middle East & Africa market. If you are a strategic thinker with a customer-first mindset and a drive to make a meaningful impact in global healthcare, we encourage you to apply.