Customer Success Manager GCC

The Role

As a Customer Success Manager at Heidi Health, you’ll be the bridge between technology and care—helping hospitals, clinics, and clinicians across the Middle East adopt and love Heidi. You’ll manage the full customer journey for both public and private hospital deployments, ensuring seamless implementation, strong clinician engagement, and measurable impact on patient care.

• Own customer outcomes: be the strategic partner for a portfolio of customers, ensuring measurable success and realised value.
• Lead onboarding and training: from planning to go‑live, deliver seamless integrations into customer workflows.
• Track and improve metrics along the journey such as time‑to‑first‑value and early activation.
• Drive strategic adoption: develop and execute tailored plans to maximise user engagement and satisfaction.
• Enhance retention and growth: identify expansion opportunities, mitigate churn risks and deepen product engagement.
• Advocate for customers: build executive relationships and represent their needs internally.
• Continuous engagement: provide value at every touchpoint through proactive check‑ins, success planning and education strategies.
• Resolve operational blockers by collaborating with product, engineering, and support teams.
• Provide feedback insights to influence product development and feature prioritisation.

• Native or professional proficiency in Arabic and English.
• At least 2 years in a customer success role at a SaaS company, owning the full lifecycle.
• Clinical background (medicine, nursing or allied health) strongly preferred.
• Familiarity with the GCC health ecosystem (public and private).
• Exceptional communication and collaboration skills with the ability to manage expectations across teams.
• Highly organized; able to manage multiple projects and competing priorities with attention to detail.
  
  Self‑starter with a bias for action, comfortable navigating fast‑paced and ambiguous environments.

• Additional paid day off for your birthday and wellness days.
• Generous personal development budget of $500 per annum.
• Learn from senior engineers and creatives in a diverse team.
• Opportunity to create a global impact at a leading healthtech startup.
• Fast‑track career if you make an impact quickly.

Country:
United Arab Emirates;
City:
Dubai;
Work type:
Full‑time; 50% travel required;
Must work in the UAE.