Customer Success

MedWrite Ltd.; Ireland; Remote; EUR 35,000 - 60,000; Full time

Benefits offered by this job

Competitive salary package

Flexible working arrangements

Growth opportunities

Collaborative team environment

Job summary

MedWrite Ltd. is seeking a Customer Success professional to support healthcare clients using our AI-powered platform. The role focuses on onboarding, adoption, and delivering long-term value from medical documentation AI solutions.

The ideal candidate communicates effectively, understands AI-enabled products, and thrives in a regulated healthcare environment. Remote work across the EU with flexibility and growth opportunities is offered.

Qualifications

• 1+ year in a customer-facing role.
• Understanding of AI usage and technical platforms.
• Excellent written and verbal communication skills.
• Strong problem-solving ability and attention to detail.
• Ability to explain complex concepts in clear language.

Responsibilities

• Guide onboarding, setup, and initial configuration for customers.
• Deliver product training and create enablement materials.
• Serve as primary contact and support for assigned accounts.
• Monitor usage and identify opportunities to improve adoption.
• Escalate issues to product/engineering and feedback to the team.
• Support renewals and identify upsell opportunities with Sales.

Skills

Customer-facing experience

AI understanding

Excellent communication

Problem-solving

Clear explanations

Tools

CRM platforms

AI platforms

Video conferencing

Job description

Customer Success

Remote (EU Preferably Republic of Ireland)

About the Role

Want to work on AI that genuinely improves healthcare?
Interested in supporting a product that clinicians already trust?
Looking for a startup role with real responsibility and a steep learning curve?

At MedWrite, we build clinical-grade AI that reduces administrative burden for healthcare professionals while improving communication, efficiency, and patient safety.

Role Overview

We are seeking a Customer Success to support healthcare clients using our AI-powered platform. You will act as a trusted partner to customers, ensuring successful onboarding, adoption, and long-term value from our medical documentation AI solutions.

This role requires strong communication skills, comfort with technical products, and an understanding of healthcare or other regulated environments.

Key Responsibilities

Customer Onboarding & Enablement

• Guide new customers through onboarding, setup, and initial configuration.
• Deliver product training sessions and create tailored enablement materials.
• Ensure customers understand best practices for using AI for medical documentation.
• Understand customer requirements and needs.

Ongoing Customer Support & Success

• Serve as the primary point of contact for assigned customer accounts.
• Respond to customer questions via email or Microsoft Teams in a timely and professional manner.
• Proactively monitor product usage and identify opportunities to improve adoption and outcomes.

Product & AI Support

• Help customers understand AI outputs, limitations, and appropriate use cases.
• Troubleshoot customer issues as they arise.
• Escalate technical issues, bugs, or edge cases to product and engineering teams.
• Collect and communicate customer feedback to inform product improvements.
• Support the product team in validating and testing new solutions as needed.

Retention & Growth

• Support renewals by demonstrating value and usage impact.
• Identify upsell or expansion opportunities and collaborate with Sales where appropriate.
• Reduce churn by proactively maintaining strong customer relationships.

Compliance & Quality

• Ensure customer guidance aligns with healthcare, medical, and data-privacy standards (e.g. GDPR).
• Follow internal SOPs for documentation, quality assurance, and incident reporting.

Required Skills & Experience

Essential

• 1+ year experience in a customer-facing role (customer support, account management, or similar).
• Understanding of AI usage and technical platforms.
• Excellent written and verbal communication skills.
• Strong problem-solving ability and attention to detail.
• Ability to explain complex concepts in clear, non-technical language.

Desirable

• Experience in healthcare, life sciences, medical communications, or regulated industries.
• Understanding of medical content workflows.
• Knowledge of basic prompt engineering.

Key Competencies

• Customer-first mindset.
• Ability to balance empathy with structured, process-driven work.
• Confidence working in a fast-moving, evolving AI environment.
• Strong collaboration across product, engineering, and sales teams.
• High standards for accuracy, compliance, and professionalism.

Tools & Technology

• CRM and customer success platforms.
• AI-powered software platforms.
• Video conferencing and collaboration tools.

What We Offer

• Competitive salary package.
• Opportunity to work at the forefront of medical documentation AI innovation.
• Flexible working arrangements.
• Strong growth opportunities in a scaling business.
• A collaborative, mission-driven team improving how medical documentation work gets done.

Equal Opportunity Statement

MedWrite is an equal opportunity employer and values diversity at all levels of the organisation. All qualified applicants will receive consideration without regard to race, gender, disability, age, or background.