Job Description

Customer Success Manager (KSA) - JD

About Us:

https://t.sidekickopen86.com/s3t/c/5/f18dQhb0S7kF8bq2VwW5gGM-M2zGCwVN8Jbw_8QsNH0N1yWZX-fmZFqW1pctGF9j_4lvf197v5Y04?te=W3R5hFj4cm2zwW3zhTr-3T3RHz4mLz91&si=8000000019403534&pi=3efb02a4-1756-4c14-926d-775c0bfce9c1 is the next gen Voice AI powering the healthcare industry. Augnito empowers medical professionals and streamlined clinical workflows with cloud-based, AI speech recognition that offers ergonomic data entry with 99% accuracy, without the need for voice profile training, from any device, anywhere.
From the outset, Augnito was built in close partnership with clinicians, using human-centered design, to create an AI natural language processing engine to fit your needs - not the other way around. As a result, Augnito offers excellent support for a wide variety of clinical vocabulary and workflows and can halve your clinical reporting and admin time, increase revenue, prevent physician burnout, eliminate transcription waiting delays, and enable you to focus your energy on patient care - not documentation. Augnito is currently deployed at 300+ hospitals and health systems and has a growing presence in 20+ countries, including the US, UK, and Canada

About the role:

The Customer Success Manager drives product adoption, implementation, and value realization for healthcare customers across the KSA region. The role combines customer success, software implementation, technical troubleshooting, workflow understanding, and hospital stakeholder management. It requires onsite visits, cross-functional coordination, and strong relationships across all levels of the hospital.

Responsibilities

Own the complete customer journey:

Demo

POC

Implementation

Go-Live

Adoption

Expansion

.
Conduct onsite/virtual

discovery, POC sessions, onboarding, and training

.
Document

clinical, operational & IT workflows

, define success criteria, and ensure alignment with hospital leadership.
Provide continuous customer support with

functional and first-level technical troubleshooting

.
Lead POC execution including

configuration, workflow mapping, change management, and user onboarding

.
Configure Augnito apps across

HIS, LIS, RIS, APS, PACS

, and perform requirement mapping & solution design with internal teams.
Proactively identify and mitigate

implementation risks

.
Enable IT, clinical, and administrative teams across onboarding and adoption phases.
Handle

technical troubleshooting

for configuration issues, workflow mismatches, user access, device & environment checks.
Support

API/SDK/integration

queries and understand cross-system dependencies (ERP & other HIS modules).
Manage basic network troubleshooting:

connectivity checks, tracing/terminating network lines

, & coordinate infrastructure readiness with hospital IT.
Monitor

usage patterns, adoption metrics, and user behavior

; conduct refresher trainings and onsite workshops.
Drive corrective actions for dips in engagement and generate

adoption/usage reports

.
Maintain high customer satisfaction through relationship-building and

structured follow-ups

.
Manage

post-go-live support

including SLA tracking, cadence calls, issue reviews, and recurring problem root-cause analysis.
Convert customers to

references

by delivering measurable value and collecting testimonials & success stories.
Prevent churn by tracking early indicators and applying corrective measures.
Identify and support

upsell/cross-sell/expansion

opportunities in collaboration with Sales.
Build strong relationships with

senior leadership, clinicians, operations, IT teams, and end-users

.
Conduct regular onsite visits and facilitate leadership-level interactions between customer and internal stakeholders.

Qualifications / Requirements

Bachelor's/Master's degree in any field.
Minimum

4 years of experience

in HealthTech, hospital IT, customer success, or software implementation Experience implementing or configuring healthcare applications such as

VR, HIS, LIS, RIS, APS, PACS

.
Strong understanding of clinical workflows across

OP, IP, ER, Radiology, Lab, Pharmacy, Nursing, Billing

.
Skilled in

requirement gathering, workflow mapping, documentation, analysis, and validation

.
Ability to demo and train IT teams & end-users.
Ability to troubleshoot basic

networking, infrastructure, device, and integration

issues.
Understanding of

hospital IT infrastructure, ERP modules, and integration flows

.
Experience with

JCI / hospital accreditation

is a plus (not mandatory).
Basic understanding of

APIs, SDKs, integrations

, and technical troubleshooting.
Excellent communication skills in

English

;

Arabic proficiency is mandatory