Customer Success Manager (Medical Devices)

Customer Success Manager – Team Lead

Key Responsibilities

• Lead, mentor, and manage a team of customer success executives, including shift planning, workload allocation, and performance monitoring.
  

• Handle escalated or aggressive customer situations with professionalism, setting an example for the team.
  

• Guide the team in managing client journeys, ensuring timely responses and high-quality support.
  

• Monitor KPIs (response time, resolution time, customer satisfaction) and provide regular feedback to the team.
  

• Conduct training, coaching, and knowledge-sharing sessions to build team capability.
  

• Collaborate with sales, product, and technical teams to address customer needs and escalations effectively.
  

• Prepare and share team performance reports with management, highlighting improvements and gaps.
  

• Implement best practices for customer engagement, compliance, and usage of medical device solutions.
  

• Drive customer success strategies to improve retention, adoption, and overall satisfaction.
  

Qualifications & Skills

• Bachelor’s degree in Healthcare, Biomedical Engineering, Life Sciences, or Business Management (Master’s preferred).
  

• 5–7 years of experience in Customer Success / Client Services within Medical Devices / Healthcare / Consumer Electronics, with at least 2+ years in a team lead or supervisory role.
  

• Strong people management skills, including shift scheduling, coaching, and performance management.
  

• Experience in handling escalations, difficult clients, and conflict resolution.
  

• Excellent communication and interpersonal skills, with the ability to influence and motivate a team.
  

• Knowledge of healthcare compliance standards and medical device workflows.
  

• Analytical and process-oriented, with the ability to track KPIs and drive improvements.
  

• Willingness to travel occasionally for client visits or team support.