Vice-President of Global Customer Success
Company Description
King Fahd Hospital in Jeddah is a general hospital providing 24/7 acute care to a diverse patient population. The hospital is dedicated to delivering timely, high-quality clinical services across multiple specialties. Its continuous operations require strong coordination among medical, administrative, and support teams to ensure consistent patient care. The environment is fast-paced, patient-centric, and focused on safety, reliability, and service excellence. Team members collaborate to enhance patient outcomes and overall care experiences. Role Description The Vice-President of Global Customer Success is a full-time remote role responsible for leading the overall customer success strategy and execution for King Fahd Hospital’s international and local partners, patients, and stakeholders. This role oversees the design and management of programs that enhance customer experience, satisfaction, and retention across all touchpoints, including digital channels and service interactions. Daily responsibilities include setting success metrics, guiding account management practices, collaborating with clinical and administrative leaders, and aligning customer success initiatives with organizational goals. The Vice-President will lead and develop a global customer success team, manage key accounts, and partner with sales and operational teams to support service adoption and long-term relationships. The role also involves monitoring performance data, resolving escalated issues, and driving continuous improvement in patient and customer-facing processes.
Qualifications
Customer Satisfaction and Customer Retention skills to design and optimize programs that build loyalty and long-term relationships. Customer Experience expertise to improve patient and stakeholder journeys, touchpoints, and service quality across global interactions. Account Management capabilities to manage strategic relationships, oversee service-level agreements, and coordinate with internal teams. Sales and cross-functional collaboration skills to support growth initiatives, service adoption, and alignment between commercial and operational objectives. Proven leadership experience in customer success, patient experience, or related fields, preferably in healthcare or complex service organizations. Strong analytical skills with the ability to interpret performance data, define KPIs, and drive data-informed decisions. Excellent communication and stakeholder management abilities, including remote team leadership across regions and cultures. Advanced degree in business, healthcare administration, or a related field is preferred; equivalent experience will be considered. Demonstrated experience in building and scaling customer success or patient experience programs at a senior leadership level.