As a Senior Customer Success Manager , you will be a critical driver of our customers' success, ensuring they achieve maximum value from our platform. You will engage proactively with global B2B clients, deliver impactful business reviews, and be prepared to support urgent needs as they arise. This role demands strategic thinking, exceptional relationship management, and a deep understanding of SaaS environments.

Key Responsibilities:

Develop and maintain strong, long-lasting relationships with global B2B clients, serving as their trusted advisor and primary point of contact for all post-sales activities.
Understand and align with client goals and objectives, advising on the optimal use of platform to achieve pricing excellence.
Deliver high-quality Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and Steering Committee presentations that provide value and strategic insights.
Proactively monitor and analyze customer usage and performance data to identify and act on opportunities for optimization and growth.
Collaborate cross-functionally with sales, product management, and technical teams to address customer needs and drive seamless customer experiences.
Advocate for the customer internally, using feedback to influence product development and continuous improvement.
Promote and drive adoption of platform, ensuring customers realize its full potential.
Be available to work overtime and handle urgent requests on weekends, ensuring responsiveness to critical customer needs.
Identify and develop opportunities for upselling and expansion within existing accounts.

We are looking for a Senior Director, Head of Global Customer Success to lead our global Customer Success strategy and operations.
This is a global leadership role, in partnership with regional Customer Success leaders. Your mission will be to:
Standardize and scale our global customer success strategy, frameworks and operating model
Upgrade our account management practices to grow higher-value and more complex customers
Maintain the strengths of our SMB-at-scale operations
This role is ideal for a data-driven, strategic CS leader who thrives in global environments and has deep experience building structured success programs across regions.
What youll do
Define and lead our companys Global Customer Success strategy - balancing scalable SMB processes with more sophisticated account management practices for larger and more strategic customers.
Operate in a matrix leadership structure, partnering with regional CSM Heads to drive alignment, consistency, and execution excellence.
Design and own global KPI frameworks and reporting, including retention, NRR/GRR, product adoption, segmentation health metrics, and churn insights.
Implement global governance and operational discipline, including dashboards, QBR structures, success scorecards, and executive reporting.
Build scalable lifecycle programs - onboarding, adoption, expansion, renewals - tailored for SMBs while supporting the evolution toward mid-market / upper-SMB / light-enterprise customers.
Lead business analysis and performance optimization, identifying opportunities to improve impact, efficiency, segmentation, and engagement models.
Strengthening cross-functional alignment with Sales, Product, Risk, Operations, and Support to drive improved customer outcomes.
Champion Voice-of-Customer and data-driven insights, converting findings into actionable strategies and priorities.
Mentor and influence regional CS leadership, creating a collaborative global CS community.

Medison offers hope to patients suffering from rare and severe diseases by forming partnerships with emerging biotech companies to accelerate access to highly innovative therapies in international markets. As the creator and leader of the global partnership category in the pharma industry, we strive to be Always Ahead and work relentlessly to bring therapy to patients in need, no matter where they live. Our values are at the core of every action we take, and we are committed to going above and beyond for the benefit of the patients we serve. We are a dynamic, fast-paced company operating in over 25 countries on 5 continents. We are looking for out-of-the-box thinkers, people who are passionate, caring, agile, and adaptive, to join us on our mission. If you are looking to make a difference in people's lives, we invite you to join us! We seek a Senior Customer & Account Specialist to promote the company's products. Communicate with HCPs in the Center- HaSharon area ( mainly cardiologists, endocrinologists, Family physicians) The CAS will increase product awareness, answer queries, provide updated and reliable information, and introduce products.

Responsibilities:
Promoting the company's products in the field, based on the BU strategy and work plan. Align and inspire to achieve business goals and KPIs, defined by the BU reporting to the Team Leader. Digital transformation- Engage with customers via multichannel "routes," including face-to-face meetings, online meetings, and phone meetings aligned with Team Leader instructions. Increase interactions via approved emails (AE) and other digital tools provided, routine usage of iPad in F2F meetings, and CLMs. Territory and customers management: MCCP update, Call plan adherence (CPA), and identifying customer needs, using digital tools in Veeva. Territory and customers "mapping"- Mapping HCP’s influencers, periodically, territory sales analysis based on sales reports, and as a result, work planning, aligned with the Team Leader and strategy. Teamwork- share practice, constant reflection, and feedback on field work with team members and the Team Leader.
* Organizing appointments and meetings with specific HCPs.
* Support HCP's decision to optimize patient outcomes in an ethical way.
* Giving lectures to physicians and medical personnel (according to the MC terms).
* Raise awareness of the unit's products and scientific updates (EBM).
* Meeting both the business and scientific needs of healthcare professionals.
* Development of new initiatives, both personal in the territory and at the team level.
* Creating collaborations and establishing professional relationships with HCPs and HFs.
* Active participation in team meetings, including sharing information and best practices, reading relevant materials, and preparing presentations according to the team's needs.
* Open communication with customers and the company’s functions regarding the team's products.
* Maintain a deep and current knowledge of the industry, trade association, competitors, and buyer dynamics, and focus efforts on customer opportunities.
* Working according to the company's practices, compliance codes, rules, and regulatory guidelines.
* Report any safety information received during work to the Pharmacovigilance Department.
* Attending conferences in Israel and overseas.


City:
Petah Tikva