Implementation and Customer Success Manager

Augnito; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A healthcare technology firm is seeking a Customer Success Manager to drive product adoption and ensure customer satisfaction across the KSA region. This role involves implementing and supporting Augnito's solutions in healthcare settings, coupled with technical troubleshooting and customer relationship management. Candidates should have a degree and at least 4 years of experience in HealthTech. Proficiency in Arabic is mandatory, along with a strong understanding of clinical workflows for effective execution.

Qualifications

• Minimum 4 years of experience in HealthTech or customer success.
• Experience implementing healthcare applications is essential.
• Strong understanding of clinical workflows in various departments.

Responsibilities

• Conduct training sessions and onboarding for healthcare customers.
• Provide continuous support with technical troubleshooting.
• Manage customer relationships and ensure high satisfaction.

Skills

Relationship management

Technical troubleshooting

Workflow mapping

Customer support

Documentation and analysis

Networking basics

Education

Bachelor’s/Master’s degree

Tools

HIS

LIS

RIS

PACS

API

SDK

Job description

Augnito 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

• 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