Customer Success Partner

What are we looking for?

We are looking for a Customer Success Partner to join our dynamic team and drive the post-sale success of MDClone's cutting-edge data solutions. This role works closely with leading global healthcare organizations, ensuring successful implementation, product adoption, customer renewal, and revenue growth through upsell and cross-sell opportunities.

You will act as a strategic partner and advisor, managing relationships, delivering value, and representing the Voice of the Customer (VoC) internally. This position requires collaboration across functions and geographies, and a commitment to meeting measurable KPIs tied to customer success and satisfaction.

Key Responsibilities:

• Manage the end-to-end customer lifecycle post-sale: implementation, onboarding, adoption, value realization, renewal, and expansion.
• Ensure the successful implementation of MDClone solutions, including project planning, execution, deployment, and integration.
• Drive product adoption by aligning MDClone capabilities with customer workflows and ensuring high user engagement.
• Identify and lead renewal, upsell, and cross-sell opportunities by understanding customer needs and value drivers.
• Monitor and communicate project progress through structured plans, timelines, reports, and documentation.
• Define, monitor, and manage Key Performance Indicators (KPIs) to track customer outcomes, adoption metrics, and project milestones.
• Foster strong, long-term relationships with healthcare customers across clinical, operational, and IT stakeholders.
• Represent the Voice of the Customer to internal teams (such as Product Management, R&D, and Support) to influence roadmap and service improvements.
• Collaborate with internal cross-functional teams to resolve issues, anticipate needs, and deliver a seamless customer experience.
• Travel required: Ability to travel globally to customer sites at least once per quarter.

Qualifications & Experience:

• Bachelor’s degree or equivalent experience in business, IT, healthcare, or a related field
• Minimum 5 years of experience in Customer Success, IT project management, or solution delivery in global enterprise organizations
• Proven experience with complex, cross-functional project management, ideally with enterprise software or SaaS
• Experience working with or in the healthcare industry – a strong advantage
• Deep understanding of healthcare operations, data needs, and clinical/operational workflows – preferred
• Exceptional stakeholder management, communication, and relationship-building skills
• Demonstrated success in identifying and driving renewals and expansion revenue
• Ability to manage performance metrics and success criteria tied to implementation, adoption, and customer satisfaction
• Technical aptitude and the ability to translate business needs into product solutions
• Fluency and dominance in English – required for effective global communication
• Self-motivated, highly organized, and comfortable working in a fast-paced, global environment