Job Description

The Customer Success Manager (CSM) at PaxeraHealth Corp. plays a critical role in ensuring client satisfaction, product adoption, and long-term partnership success. This position is responsible for managing relationships with healthcare providers, hospitals, and imaging centers, ensuring that clients realize the full value of PaxeraHealth’s SaaS solutions. The CSM will proactively support onboarding, usage, renewals, and expansion, all while working to ensure zero churn and high customer satisfaction.
Key Responsibilities:
Customer Onboarding & Adoption

• Lead the onboarding process for new clients, ensuring smooth implementation and training on PaxeraHealth’s solutions.
• Develop success plans tailored to each client’s needs and workflows.
• Monitor client engagement and provide proactive support to drive adoption.

Relationship Management

• Build and maintain strong, long-term relationships with key client stakeholders.
• Serve as the primary point of contact for day-to-day client needs and escalations.
• Conduct regular check-ins and business reviews with strategic accounts.

Customer Retention & Growth

• Monitor health metrics and proactively address risks to ensure zero churn.
• Identify upsell/cross-sell opportunities and collaborate with the Sales team to drive expansion.
• Support contract renewals and maintain a high Net Promoter Score.

Support & Issue Resolution

• Coordinate with Technical Support, Product, and Sales teams to resolve client issues efficiently.
• Communicate updates, timelines, and solutions clearly and promptly.
• Advocate for client needs internally to drive product and process improvements.

Insights & Reporting

• Track customer success metrics (customer satisfaction score, net promoter score, churn, usage).
• Provide regular reports and feedback to internal stakeholders on account performance.
• Share best practices and client feedback to improve service delivery and product roadmap.

Job Requirements

Education & Experience

• Bachelor’s degree in Business Administration, Healthcare Management, Information Technology, or a related field.
• 10+ years of experience preferably within healthcare or healthcare IT environments and 3–5+ years of experience in Customer Success, Account Management, or Client Relationship Management, preferably within healthcare or SaaS environments.
• Experience working with hospitals, imaging centers, or healthcare providers is highly preferred
• Demonstrated experience managing clients across multi-regional markets (Africa, Europe, Levant, GCC, and Asia) with an understanding of cultural, operational, and regulatory differences.

Technical & Industry Knowledge

• Familiarity with SaaS platforms and customer lifecycle management.
• Understanding of healthcare IT systems (e.g., RIS, PACS, EMR) is a strong advantage.
• Experience using CRM tools such as Salesforce or similar platforms.

Other Requirements

• Fluency in English; additional languages are a plus.
• High level of professionalism and ability to handle sensitive client information.
• Ability to work cross-functionally with Sales, Product, and Technical teams.