Customer Success Specialist (EMEA)

Your mission

Role Description

At Nicolab, customer success is fundamental to our mission. We partner closely with physicians to ensure they realize the full clinical and operational value of our solutions. We believe that the greatest impact of our technology is achieved when it becomes an integral part of day-to-day clinical decision-making.

As a Customer Success Specialist, you are responsible for helping customers successfully adopt and expand the use of Nicolab's solutions, including StrokeViewer and Nicolab Assist in EMEA. By building strong relationships with clinicians, understanding their challenges, and proactively supporting them throughout their journey, you help ensure they achieve meaningful improvements in workflow efficiency and patient outcomes.

You play a critical role in shaping and executing Nicolab’s regional and company-wide Customer Success strategy, ultimately driving customer retention, regional adoption, and long-term customer satisfaction. Through data-driven insights, regular customer engagement, and close collaboration with our Commercial, Product, and Implementation teams, you identify opportunities to increase adoption, address risks early, and ensure customers continue to see value from our solutions.

Ultimately, your work directly contributes to Nicolab's mission of empowering healthcare professionals with the right information at the right time. Today, our technology contributes to a 12% increase in patients being free from severe long-term disability after a stroke. As Nicolab Assist expands beyond stroke care into other clinical domains, you will help ensure that even more healthcare professionals and patients benefit from the impact of our technology.

Key Responsibilities

• Drive adoption of StrokeViewer, Nicolab Assist, and other Nicolab solutions across hospitals, clinicians, and regional stroke networks.

• Execute Customer Success initiatives across the EMEA region and contribute insights to improve Customer Success programs and strategy.

• Monitor customer usage, adoption, retention, and success KPIs to measure value realization, identify risks, and drive proactive actions that support successful outcomes.

• Build strong relationships with KOLs, physicians, stroke teams, hospital leadership, and other key stakeholders. Develop customer champions and reference sites that support adoption and expansion opportunities.

• Conduct regular customer reviews and engagement meetings to support adoption, address concerns, and maintain proactive relationships throughout the customer lifecycle.

• Develop and maintain Customer Success Plans for assigned customers across EMEA, including biannual reviews of adoption goals, operational priorities, and customer success metrics.

• Support customer retention by proactively identifying risks, strengthening customer engagement, and identifying opportunities for account growth in partnership with the Commercial team.

• Represent the Voice of the Customer within Nicolab for the assigned customer base.

• Work with Product, Development, Operations, and Commercial teams to address customer needs and priorities.

• Deliver customer and partner training programs and support customer communications, including product updates, release notes, adoption campaigns, surveys, and training initiatives.

• Support post-market surveillance activities by documenting and escalating customer feedback, complaints, and product observations in accordance with company processes, including the preparation of final post-market surveillance reports.

Your profile

Qualifications

• 2+ years of experience in a customer success, account management, or related role within the healthcare industry, or 2+ years in a hospital

• Understanding of clinical workflows and the challenges faced by healthcare professionals in hospital environments.

• Strong analytical and problem-solving skills, with the ability to identify customer risks, opportunities, and adoption trends. Ability to work with a strong cross department team to support technical, support, and training aspects.

• Customer-centric mindset: Understanding of customer service principles and the ability to maintain a customer-first approach in all activities.

• Professional fluency in English.

• Tech savvy

What you'll Bring

• Understanding of hospital workflows and the challenges faced by clinicians in delivering timely, high-quality patient care.

• A customer-focused mindset with a genuine interest in helping customers achieve successful adoption and measurable value from Nicolab solutions.

• Ability to analyse customer usage data, identify adoption opportunities or risks, and take appropriate action.

• Strong communication and relationship-building skills, with the ability to engage effectively with clinicians, hospital stakeholders, and cross-functional teams.

• A collaborative approach and willingness to work closely with Commercial, Product, Implementation and Development teams to support customer success.

• Strong organisational skills with the ability to manage multiple customer activities, priorities, and follow-up actions

Why us?

We Offer You

• Chance to make a real difference in patients' lives

• Work in a stimulating environment with a motivated team

• Flexible Employment Agreement: Part time / Fulltime / Freelance

• Flexible working hours

• Laptop + home office/IT equipment*

• Employee Stock Option Plan (ESOP)*

• Corporate programs including Employee Referral Program with rewards

• Learning & Development opportunities including in-house training and coaching, professional certifications, and over 22,000 courses on LinkedIn Learning Solutions and much more.

*All benefits and perks are subject to certain eligibility requirements

Application Process

• Interview with Recruiter/HR

• Interview with Hiring Manager

• Technical assessment with Peers (no managers present)

• Prior employment verification check (reference/background check)

• Interview with Executive