Customer Success and Support Lead, Medical Devices

Coberon Chronos; Estherville (IA); On-site; USD 90,000 - 120,000; Full time

Job summary

A leader in medical devices is seeking a Customer Success & Support Lead to build and lead a high-performing team. This role requires 5+ years of experience in customer success within the medical sector, including 2+ years in a leadership position. The ideal candidate will implement customer support strategies and enhance customer experience while collaborating with internal teams. This is a full-time position based in EST.

Qualifications

• 5+ years in customer success or support roles in healthtech, medtech, or medical devices.
• 2+ years in a lead role.
• Experience working with hospitals, clinics, and clinicians.

Responsibilities

• Develop and implement the global customer success and support strategy.
• Provide high-level service and technical support to medical teams.
• Maintain positive customer experience and manage support tools.

Skills

Customer success management

Interpersonal communication

Technical proficiency with hardware and software

Education

Bachelor's degree in STEM

Master’s degree

Job description

Customer Success & Support Lead, Medical Devices

Our client is a leader in AI-enhanced solutions for the

gastroenterology space. They are in the midst of a commercial expansion period and looking for a Global Customer Success & Support Lead who will build and lead a high-performing customer success and support team. This is a full-time, W-2 position based ideally in EST.

• You will develop and implement the global customer success and support strategy and provide high-level service and technical support to the medical teams on the ground.
• You will be responsible for the continuous communication with customers around the world, maintaining a positive customer experience by building and managing a scalable infrastructure and customer support tools (e.g., helpdesk, documentation, CRM).
• You will also act as a senior escalation point and trusted advisor for high-value customers.
• Internally you will collaborate with Sales on renewals & expansions, and champion a voice-of-customer feedback loop with Product and R&D to improve product-market fit and usability.

Requirements:

• Bachelor's degree, preferably but not necessarily in a STEM subject. Master’s degree an advantage.
• 5+ years in customer success or support roles in healthtech, medtech, or medical devices a must, including 2+ years in a lead role.
• Experience working with hospitals, clinics, and clinicians — ideally in surgical or endoscopy environments.
• Demonstrated ability to build and scale international teams and processes in startup or rapid-growth environments.
• Technical proficiency with both hardware and software products
• Excellent interpersonal communication skills.