Strategic Customer Success Manager, Healthcare – Medical Devices

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Manage the post-sale relationship and ensure the overall success of around 8–12 strategic healthcare and medical device enterprise clients.

• Define, document, and monitor customer objectives, success metrics, ROI realization strategies, and business outcomes.

• Facilitate ongoing executive-level discussions and structured performance assessments, including Quarterly Business Reviews (QBRs).

• Assist clients in navigating FDA UDI and GUDID regulations while aligning Syndigo solutions with their compliance requirements.

• Establish and nurture relationships with Directors, VPs, and C-level executives.

• Act as the main point of contact and escalation leader for assigned accounts.

• Promote product utilization, identify obstacles and risks, and implement mitigation and success strategies using ChurnZero.

• Collaborate with Commercial Sales and Customer Success Management Leadership to assist with renewals.

• Recognize expansion opportunities and work alongside Account Executives on upselling and cross-selling efforts.

• Cultivate customer advocates and obtain referrals, testimonials, and event speakers.

• Advocate for the customer internally, translating regulatory requirements into product feedback and specifications.

• Organize internal resources and collaborate with Product, Support, Services, clients, and other internal teams to enhance and develop products and services.

• Engage in pilot programs and identify opportunities for workflow and product enhancements.

⛳️ Requirements

• Previous experience in the healthcare or medical device sector is highly preferred.

• Knowledge of FDA regulations and medical device data standards, such as UDI/GUDID, GS1, and GDSN, is advantageous.

• Familiarity with the medical device and healthcare supply chain, including manufacturers, distributors, GPOs, and health systems, is beneficial.

• A minimum of 4 years of experience in a client-facing role with a proven track record in client relationship management.

• Experience handling a book of business valued between $4–$6M ARR.

• High level of comfort with technology, especially databases and syndicated data.

• Excellent presentation skills with the ability to convey value and insights to professional and executive audiences.

• Capacity to work independently and make decisions across a wide range of complexities.

• Proven capability to troubleshoot and resolve customer issues effectively.

• Demonstrated success in working with both large, complex enterprises and medium-sized organizations.

🏝️ Benefits

• Commitment to Diversity, Equity & Inclusion.

• GDPR/CCPA compliance regarding data privacy and handling of applicant data deletion/export requests.