Customer Success & Service Manager

Position: Customer Success & Service Manager
Department: Customer Success
Reporting To: AVP – Customer Success
Base Location: Bangalore, India

Role Overview

The Customer Success & Service Manager is responsible for ensuring high customer satisfaction, operational excellence in service delivery, and long-term customer retention for the company's medical device portfolio. The role manages after-sales service operations, customer success initiatives, service teams, and service partner networks while ensuring regulatory compliance and high uptime of installed medical equipment.
The position acts as the primary interface between customers, service teams, sales teams, and product teams, ensuring seamless lifecycle support from installation through maintenance and upgrades. The role also requires frequent travel and proactive engagement with senior stakeholders across government and private healthcare institutions to strengthen strategic relationships and ensure effective service delivery.

Key Responsibilities

Customer Success Management
● Develop and execute customer success strategies to enhance customer satisfaction, retention, and loyalty.
● Build strong relationships with hospital administrators, biomedical engineers, clinicians, procurement leaders, and CXOs.
● Act as the escalation point for critical customer issues and ensure timely resolution.
● Monitor customer health metrics and implement proactive engagement programs.
● Conduct periodic customer reviews and structured feedback sessions.
Stakeholder Engagement (Government & Private)
● Engage with senior stakeholders including hospital leadership, government health departments, procurement authorities, and biomedical heads.
● Represent the organization in high-level meetings with public sector healthcare institutions, medical colleges, and private hospital chains.
● Build long-term strategic partnerships with key healthcare decision makers.
● Support institutional collaborations, large tenders, and strategic projects through strong stakeholder engagement.
After-Sales Service Operations
● Oversee installation, preventive maintenance, breakdown service, and upgrades of medical devices.
● Ensure high uptime and reliability of installed equipment across customer sites.
● Manage service SLAs, response times, and resolution times.
● Implement service quality standards and continuous improvement initiatives.
● Ensure availability of spare parts and consumables in coordination with supply chain.
Team Leadership & Management
● Lead and mentor a team of field service engineers, application specialists, and customer success executives.
● Conduct regular training programs for technical and customer service excellence.
● Drive a customer-centric culture within the service organization.
Cross-Functional Collaboration
● Work closely with Sales, Product Management, Regulatory, and Quality teams.
● Provide customer insights and service feedback to product teams for improvement.
● Support sales teams with technical expertise, demos, and solution discussions.
● Coordinate with regulatory teams for compliance and safety reporting.
Customer Lifecycle Management
● Ensure smooth installation and onboarding of new customers.
● Drive adoption of device features and service programs.
● Identify opportunities for service contracts, AMC/CMC renewals, upgrades, and cross-selling.
Reporting & Analytics
● Track and report customer success metrics and service KPIs
● Analyze service data to identify recurring issues, trends, and improvement opportunities.
● Prepare monthly and quarterly business reviews on service performance.
Regulatory & Compliance
● Ensure service activities comply with medical device regulatory standards such as ISO 13485 and relevant regulatory requirements.
● Maintain accurate service documentation and audit readiness.
● Support vigilance reporting and complaint handling processes.
Travel & Field Engagement
● Undertake regular travel across assigned territories to support installations, service operations, and stakeholder engagement.
● Visit government hospitals, medical colleges, and private hospital chains to ensure high service quality.
● Participate in institutional meetings, review discussions, and strategic engagement sessions with senior healthcare stakeholders.

Key Performance Indicators (KPIs)

● Customer Satisfaction Score (CSAT)
● Net Promoter Score (NPS)
● Equipment uptime
● Service response and resolution time
● Preventive maintenance compliance
● Service contract renewal rate
● Customer retention rate
● Service revenue growth

Required Qualifications

● Bachelor's degree in Biomedical Engineering, or related field.
● MBA or equivalent qualification preferred.
● >4 years of experience in medical device service, customer success, or technical support roles.
● Experience managing field service teams in the healthcare sector.
Required Skills
● Strong customer relationship management
● Technical understanding of medical equipment and healthcare workflows
● Leadership and team management
● Service operations management
● Problem-solving and escalation handling
● Data-driven decision making
● Strong communication and stakeholder management

Preferred Experience

● Experience in diagnostic imaging, critical care equipment, or surgical devices.
● Exposure to hospital operations and biomedical engineering departments.
● Experience with CRM and service management platforms.
Competencies
● Customer-first mindset
● Strategic thinking
● Operational excellence
● Cross-functional collaboration
● Continuous improvement mindset
Position: Customer Success & Service Manager
Department: Customer Success
Reporting To: AVP – Customer Success
Base Location: Bangalore, India
Role Overview
The Customer Success & Service Manager is responsible for ensuring high customer satisfaction, operational excellence in service delivery, and long-term customer retention for the company's medical device portfolio. The role manages after-sales service operations, customer success initiatives, service teams, and service partner networks while ensuring regulatory compliance and high uptime of installed medical equipment.
The position acts as the primary interface between customers, service teams, sales teams, and product teams, ensuring seamless lifecycle support from installation through maintenance and upgrades. The role also requires frequent travel and proactive engagement with senior stakeholders across government and private healthcare institutions to strengthen strategic relationships and ensure effective service delivery.
Key Responsibilities
Customer Success Management
● Develop and execute customer success strategies to enhance customer satisfaction, retention, and loyalty.
● Build strong relationships with hospital administrators, biomedical engineers, clinicians, procurement leaders, and CXOs.
● Act as the escalation point for critical customer issues and ensure timely resolution.
● Monitor customer health metrics and implement proactive engagement programs.
● Conduct periodic customer reviews and structured feedback sessions.
Stakeholder Engagement (Government & Private)
● Engage with senior stakeholders including hospital leadership, government health departments, procurement authorities, and biomedical heads.
● Represent the organization in high-level meetings with public sector healthcare institutions, medical colleges, and private hospital chains.
● Build long-term strategic partnerships with key healthcare decision makers.
● Support institutional collaborations, large tenders, and strategic projects through strong stakeholder engagement.
After-Sales Service Operations
● Oversee installation, preventive maintenance, breakdown service, and upgrades of medical devices.
● Ensure high uptime and reliability of installed equipment across customer sites.
● Manage service SLAs, response times, and resolution times.
● Implement service quality standards and continuous improvement initiatives.
● Ensure availability of spare parts and consumables in coordination with supply chain.
Team Leadership & Management
● Lead and mentor a team of field service engineers, application specialists, and customer success executives.
● Conduct regular training programs for technical and customer service excellence.
● Drive a customer-centric culture within the service organization.
Cross-Functional Collaboration
● Work closely with Sales, Product Management, Regulatory, and Quality teams.
● Provide customer insights and service feedback to product teams for improvement.
● Support sales teams with technical expertise, demos, and solution discussions.
● Coordinate with regulatory teams for compliance and safety reporting.
Customer Lifecycle Management
● Ensure smooth installation and onboarding of new customers.
● Drive adoption of device features and service programs.
● Identify opportunities for service contracts, AMC/CMC renewals, upgrades, and cross-selling.
Reporting & Analytics
● Track and report customer success metrics and service KPIs
● Analyze service data to identify recurring issues, trends, and improvement opportunities.
● Prepare monthly and quarterly business reviews on service performance.
Regulatory & Compliance
● Ensure service activities comply with medical device regulatory standards such as ISO 13485 and relevant regulatory requirements.
● Maintain accurate service documentation and audit readiness.
● Support vigilance reporting and complaint handling processes.
Travel & Field Engagement
● Undertake regular travel across assigned territories to support installations, service operations, and stakeholder engagement.
● Visit government hospitals, medical colleges, and private hospital chains to ensure high service quality.
● Participate in institutional meetings, review discussions, and strategic engagement sessions with senior healthcare stakeholders.
Key Performance Indicators (KPIs)
● Customer Satisfaction Score (CSAT)
● Net Promoter Score (NPS)
● Equipment uptime
● Service response and resolution time
● Preventive maintenance compliance
● Service contract renewal rate
● Customer retention rate
● Service revenue growth
Required Qualifications
● Bachelor's degree in Biomedical Engineering, or related field.
● MBA or equivalent qualification preferred.
● >4 years of experience in medical device service, customer success, or technical support roles.
● Experience managing field service teams in the healthcare sector.
Required Skills
● Strong customer relationship management
● Technical understanding of medical equipment and healthcare workflows
● Leadership and team management
● Service operations management
● Problem-solving and escalation handling
● Data-driven decision making
● Strong communication and stakeholder management
Preferred Experience
● Experience in diagnostic imaging, critical care equipment, or surgical devices.
● Exposure to hospital operations and biomedical engineering departments.
● Experience with CRM and service management platforms.
Competencies
● Customer-first mindset
● Strategic thinking
● Operational excellence
● Cross-functional collaboration
● Continuous improvement mindset
Position: Customer Success & Service Manager
Department: Customer Success
Reporting To: AVP – Customer Success
Base Location: Bangalore, India
Role Overview
The Customer Success & Service Manager is responsible for ensuring high customer satisfaction, operational excellence in service delivery, and long-term customer retention for the company's medical device portfolio. The role manages after-sales service operations, customer success initiatives, service teams, and service partner networks while ensuring regulatory compliance and high uptime of installed medical equipment.
The position acts as the primary interface between customers, service teams, sales teams, and product teams, ensuring seamless lifecycle support from installation through maintenance and upgrades. The role also requires frequent travel and proactive engagement with senior stakeholders across government and private healthcare institutions to strengthen strategic relationships and ensure effective service delivery.
Key Responsibilities
Customer Success Management
● Develop and execute customer success strategies to enhance customer satisfaction, retention, and loyalty.
● Build strong relationships with hospital administrators, biomedical engineers, clinicians, procurement leaders, and CXOs.
● Act as the escalation point for critical customer issues and ensure timely resolution.
● Monitor customer health metrics and implement proactive engagement programs.
● Conduct periodic customer reviews and structured feedback sessions.
Stakeholder Engagement (Government & Private)
● Engage with senior stakeholders including hospital leadership, government health departments, procurement authorities, and biomedical heads.
● Represent the organization in high-level meetings with public sector healthcare institutions, medical colleges, and private hospital chains.
● Build long-term strategic partnerships with key healthcare decision makers.
● Support institutional collaborations, large tenders, and strategic projects through strong stakeholder engagement.
After-Sales Service Operations
● Oversee installation, preventive maintenance, breakdown service, and upgrades of medical devices.
● Ensure high uptime and reliability of installed equipment across customer sites.
● Manage service SLAs, response times, and resolution times.
● Implement service quality standards and continuous improvement initiatives.
● Ensure availability of spare parts and consumables in coordination with supply chain.
Team Leadership & Management
● Lead and mentor a team of field service engineers, application specialists, and customer success executives.
● Conduct regular training programs for technical and customer service excellence.
● Drive a customer-centric culture within the service organization.
Cross-Functional Collaboration
● Work closely with Sales, Product Management, Regulatory, and Quality teams.
● Provide customer insights and service feedback to product teams for improvement.
● Support sales teams with technical expertise, demos, and solution discussions.
● Coordinate with regulatory teams for compliance and safety reporting.
Customer Lifecycle Management
● Ensure smooth installation and onboarding of new customers.
● Drive adoption of device features and service programs.
● Identify opportunities for service contracts, AMC/CMC renewals, upgrades, and cross-selling.
Reporting & Analytics
● Track and report customer success metrics and service KPIs
● Analyze service data to identify recurring issues, trends, and improvement opportunities.
● Prepare monthly and quarterly business reviews on service performance.
Regulatory & Compliance
● Ensure service activities comply with medical device regulatory standards such as ISO 13485 and relevant regulatory requirements.
● Maintain accurate service documentation and audit readiness.
● Support vigilance reporting and complaint handling processes.
Travel & Field Engagement
● Undertake regular travel across assigned territories to support installations, service operations, and stakeholder engagement.
● Visit government hospitals, medical colleges, and private hospital chains to ensure high service quality.
● Participate in institutional meetings, review discussions, and strategic engagement sessions with senior healthcare stakeholders.
Key Performance Indicators (KPIs)
● Customer Satisfaction Score (CSAT)
● Net Promoter Score (NPS)
● Equipment uptime
● Service response and resolution time
● Preventive maintenance compliance
● Service contract renewal rate
● Customer retention rate
● Service revenue growth
Required Qualifications
● Bachelor's degree in Biomedical Engineering, or related field.
● MBA or equivalent qualification preferred.
● >4 years of experience in medical device service, customer success, or technical support roles.
● Experience managing field service teams in the healthcare sector.
Required Skills
● Strong customer relationship management
● Technical understanding of medical equipment and healthcare workflows
● Leadership and team management
● Service operations management
● Problem-solving and escalation handling
● Data-driven decision making
● Strong communication and stakeholder management
Preferred Experience
● Experience in diagnostic imaging, critical care equipment, or surgical devices.
● Exposure to hospital operations and biomedical engineering departments.
● Experience with CRM and service management platforms.
Competencies
● Customer-first mindset
● Strategic thinking
● Operational excellence
● Cross-functional collaboration
● Continuous improvement mindset