Customer Growth Associate

Function: Customer Success |

Location:

KSA

Augnito is next-generation Voice AI for healthcare. Our cloud-based speech recognition gives clinicians ergonomic data entry with 99% accuracy, with no voice profile training, from any device, anywhere. Built from the outset in partnership with clinicians using human-centred design, Augnito supports a wide range of clinical vocabularies and workflows, halves clinical reporting and admin time, removes transcription delays, and helps prevent physician burnout.

Augnito is deployed at 300+ hospitals and health systems across 20+ countries, including the US, UK and Canada, and is scaling its presence across the Kingdom of Saudi Arabia.

We’re hiring a Customer Success Associate to support our hospital accounts across Saudi Arabia through onboarding, adoption, and day-to-day account health — working alongside a senior CSM or Account Owner rather than owning the full customer lifecycle independently.

This is a customer-facing role in a clinical setting. You’ll be the primary point of contact for routine touchpoints, product adoption support, and issue tracking on your assigned accounts, while escalating account-level strategy, commercial conversations, and at-risk accounts to your manager.

• Assigned accounts are running through their onboarding checklist and reaching active usage within the expected timeframe, not just provisioned.
• Support tickets and adoption issues on your accounts are logged, tracked, and resolved or escalated within agreed timelines.
• You’re independently running standard customer touchpoints per the CS playbook, with your manager only pulled in for exceptions.

Support assigned hospital accounts through onboarding, adoption, and steady-state usage. Capture customer requirements and pain points and pass them to your manager or the relevant internal team. Follow the CS playbook for standard account management activities.

Help maintain strong CSAT/NPS on your accounts by responding promptly to routine issues and flagging anything that needs senior attention.

Track usage patterns on your accounts and flag drops in adoption. Support training sessions, walkthroughs, and webinars to help clinicians and hospital staff get comfortable with the product. Proactively follow up with low/non-users, understand barriers, retrain where required and drive sustained adoption.

Be physically present at hospitals during onboarding/go-live, train clinicians and staff, conduct floor-walking/at-elbow support, onboard new users and drive them from training to actual usage.

Track support tickets and recurring issues for your accounts. Run regular check-ins per the playbook. Escalate technical issues you can’t resolve directly to Support or Engineering with clear, reproducible detail.

Help track usage and outcome data for your accounts and contribute input toward value summaries and case studies your manager builds with the customer.

Participate in internal knowledge-sharing sessions and contribute learnings from your accounts to the team’s best practices.

Where accounts are strong, help facilitate testimonials and reviews, coordinated through your manager.

Watch for early signs of account unhappiness (usage drop, unresolved complaints, disengaged stakeholders) and flag them to your manager promptly — you are not expected to independently run churn recovery.

Identify potential upsell/cross-sell signals on your accounts and log them for your manager and the Sales team…