Note: The job is a remote job and is open to candidates in USA. Sakra World Hospital is seeking a Vice President of Customer Success to lead their customer success strategy. This role is responsible for enhancing customer satisfaction and loyalty while ensuring collaboration across various teams and driving continuous improvement in service delivery.
Responsibilities
- Shaping and executing the hospital’s customer success strategy across patient, corporate, and partner segments
- Oversees the end-to-end customer journey
- Developing programs to enhance satisfaction, loyalty, and lifetime value
- Ensuring aligned collaboration between clinical, operations, and sales teams
- Setting and tracking customer success KPIs
- Leading and mentoring customer-facing teams
- Resolving escalations
- Driving continuous improvement in service delivery and communication
- Collaborate closely with executive leadership to identify growth opportunities
- Refine service offerings based on customer feedback
- Ensure a consistent, high-quality experience across all touchpoints
- Building scalable processes
- Implementing best practices
- Using data-driven insights to guide strategic decisions
Skills
- Customer Satisfaction and Customer Experience skills to design, measure, and optimize the end-to-end customer journey
- Customer Retention and Account Management skills to nurture long-term relationships and improve loyalty and renewals
- Sales and Customer Success alignment skills to support revenue growth, upsell opportunities, and strategic partnerships
- Proven leadership experience in customer success, client services, or related functions, preferably in healthcare or service-driven industries
- Strong analytical and data interpretation abilities, with experience using metrics and feedback to drive decisions and improvements
- Excellent communication, negotiation, and stakeholder management skills, with the ability to influence at executive levels
- Demonstrated capability in building and scaling customer-facing teams, processes, and systems in a complex organization
- Bachelor's degree in Business, Healthcare Administration, or a related field
- Advanced degree (MBA or equivalent) is an advantage
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