Customer Success and Support Lead, Medical Devices

Coberon Chronos; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Coberon Chronos is seeking a Global Customer Success & Support Lead in the medical devices space. The role focuses on building a high‑performing, international team and delivering exceptional service to healthcare clients worldwide.

You will drive the global CS strategy, oversee critical support tooling, and partner with Sales and Product to improve market fit and customer satisfaction.

Qualifications

• 5+ years in customer success or support in healthtech/medtech/medical devices.
• 2+ years in a lead role.
• Experience with hospitals, clinics, and clinicians in surgical or endoscopy environments.
• Ability to build and scale international teams and processes.

Responsibilities

• Develop and implement the global customer success and support strategy and provide high‑level service and technical support to medical teams.
• Maintain ongoing communication with customers worldwide and manage scalable support tools and CRM.
• Act as a senior escalation point and trusted advisor for high‑value customers.
• Collaborate with Sales on renewals/expansions and feed product feedback to improve usability.

Skills

Leadership

Communication

Customer focus

Education

Bachelor's degree

Master’s degree

Tools

CRM

Helpdesk software

Documentation tools

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.

• 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.
• 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).
• act as a senior escalation point and trusted advisor for high‑value customers.
• internally 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.