• Build Cyted’s customer success function end-to-end, designing customer-focused, regulatory-aware frameworks, processes, and tools to support healthcare providers using medical device and diagnostics solutions. • Own delivery of high-value clients, ensuring adoption, renewals, and growth through responsive, problem-solving account ownership and scalable best practices. • Set clear goals, success measures, and reporting methods to monitor customer health and performance. • Lead collaborative, cross-functional partnerships with product, support, operations, and commercial teams to ensure seamless delivery and rapid issue resolution. • Establish and oversee all customer operational workflows and account administration, ensuring accuracy, consistency, and regulatory compliance. • Track and analyse customer performance data to identify adoption trends, usage gaps, and opportunities for improvement or expansion. • Create the groundwork for future team growth by defining smooth and scalable structure, capabilities, and onboarding processes. • Maintain end-to-end accountability for customer satisfaction, retention, and operational efficiency as the function scales in a resilient healthcare environment. • Proactively monitor account health through regular check-ins, usage analysis, and performance reviews - proactively identifying risks early and taking corrective action. • Act as the primary point of contact for healthcare customers, leading end-to-end success with minimal oversight and high ownership. • Build and maintain relationship-driven, trusted partnerships with clinicians, administrators, and operational teams to drive satisfaction, retention, and growth. • Represent the voice of the customer internally, ensuring feedback informs product improvements, operational processes, and strategic planning. • Maintain clear, transparent, and responsive communication with customers throughout issue triage, progress, and resolution.