Strategic Customer Success Manager, Healthcare – Medical Devices

• Own the post-sale relationship and end-to-end success of approximately 8–12 strategic healthcare and medical device enterprise customers
• Establish, document, and track customer goals, success metrics, ROI realization plans, and business outcomes
• Lead recurring executive-level conversations and structured performance reviews, including QBRs
• Help customers navigate FDA UDI and GUDID requirements and align Syndigo solutions with compliance needs
• Build and maintain relationships with Director, VP, and C-level stakeholders
• Serve as primary point of contact and escalation owner for assigned accounts
• Drive product adoption, identify barriers and risks, and execute mitigation and success plans in ChurnZero
• Collaborate with Commercial Sales and CSM Leadership to support renewals
• Identify expansion opportunities and partner with Account Executives on upsell and cross-sell initiatives
• Develop customer advocates and secure referrals, testimonials, and event speakers
• Represent the customer internally and translate regulatory needs into product feedback and requirements
• Coordinate internal resources and collaborate with Product, Support, Services, clients, and internal teams to improve and develop products and services
• Participate in pilots and identify workflow and product improvements

• Experience in the healthcare or medical device industry strongly preferred
• Familiarity with FDA regulations and medical device data standards, including UDI/GUDID, GS1, and GDSN, is a plus
• Understanding of the medical device and healthcare supply chain, including manufacturers, distributors, GPOs, and health systems, is a plus
• 4+ years of experience in a customer-facing role with demonstrated success in client relationship management
• Experience managing a book of business in the $4–$6M ARR range
• High degree of comfort with technology, particularly databases and syndicated data
• Strong presentation skills with the ability to communicate value and insights to professional and executive audiences
• Ability to work independently and make decisions across a wide range of complexities
• Proven ability to troubleshoot and resolve customer challenges
• Demonstrated success working with both large, complex enterprises and mid-sized organizations

• Diversity, Equity & Inclusion commitment
• GDPR/CCPA data privacy and applicant data deletion/export requests