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Customer Success Associate - Saudi Arabia

Function: Customer Success | Location: KSA

About Augnito

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.

About the Role

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.

What Success Looks Like in the First 12 Months

• 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.

Key Responsibilities

1. Account Support & Advocacy

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.

2. Customer Satisfaction

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

3. Product Adoption Support

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.

4. On-ground Implementation & Training: 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.

5. Post-Go-Live Account Management

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.

6. Value Tracking

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

7. Knowledge Sharing

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

8. References & Testimonials

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

9. Churn Risk Flagging

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.

10. Growth/Business Support

Identify potential upsell/cross-sell signals on your accounts and log them for your manager and the Sales team to act on. Support demos, POCs and new customer engagements when required, identify opportunities within existing accounts, and support the team with account expansion.

11. Relationship Building

Build working relationships with day-to-day users and hospital IT/clinical staff on your accounts. Senior stakeholder relationships (CIOs, CMIOs, hospital leadership) are owned by your manager — you support, not lead, those conversations.

How Performance Will Be Measured

• Onboarding completion rate and time-to-active-usage for assigned accounts
• Ticket resolution time and adoption issue turnaround
• CSAT/NPS on assigned accounts
• Timeliness and quality of account touchpoints per the CS playbook
• Quality of churn-risk flags raised (early and accurate vs. missed)

Required Experience & Skills

• 2-3 years of experience in customer success, account management, or a client-facing role — health-tech or healthcare experience is a plus, not required
• Bachelor's degree in any field
• Fluent in Arabic and English (spoken and written) — this role requires day-to-day communication with hospital staff and clinicians across Saudi Arabia
• Good communication and interpersonal skills; comfortable being the point of contact for customer issues within a defined scope
Organized and detail-oriented; able to manage multiple accounts and follow a structured playbook

Preferred

• Familiarity with CS tools (Salesforce, HubSpot, Zoho, or similar)
• Basic exposure to SaaS products, APIs, or technical support workflows
• Prior experience in healthcare, medical technology, or hospital environments
• Familiarity with the Saudi healthcare market and regulatory landscape

Why This Role Matters

Adoption is won or lost in the details — a clinician who gets stuck once and doesn't get help fast enough stops trusting the tool. You're the person making sure that doesn't happen on your accounts and building the account management instincts that turn into full account ownership over time.