Customer Success Agent

Do you want to work on AI that genuinely improves healthcare? 

Are you interested in supporting a product that clinicians already trust? 

Looking for a startup role with real responsibility and a steep learning curve? 

At MedWrite, we build clinical-grade AI that reduces administrative burden for healthcare professionals while improving communication, efficiency, and patient safety. 

Location: Remote, but preferably based in Republic of Ireland and must be EU based. 

Role Overview 

We are seeking a Customer Success Agent to support healthcare clients using our AI-powered platform. You will act as a trusted partner to customers, ensuring successful onboarding, adoption, and long-term value from our medical documentation AI solutions. 

This role requires strong communication skills, comfort with technical products, and an understanding of healthcare or regulated environments. 

Key ResponsibilitiesCustomer Onboarding & Enablement 

• Guide new customers through onboarding, setup, and initial configuration. 
• Deliver product training sessions and create tailored enablement materials. 
• Ensure customers understand best practices for using AI for medical documentation. 
• Understand customer requirements and needs. 

Ongoing Customer Support & Success 

• Serve as the primary point of contact for assigned customer accounts. 
• Respond to customer questions via email or Teams calls in a timely, professional manner. 
• Proactively monitor product usage and identify opportunities to improve adoption and outcomes. 

Product & AI Support 

• Help customers understand AI outputs, limitations, and appropriate use cases. 
• Troubleshoot customer issues that arise. 
• Escalate technical issues, bugs, or edge cases to product and engineering teams. 
• Collect and communicate customer feedback to inform product improvements. 
• Support the product team in validating and testing new solutions as needed. 

Retention & Growth 

• Support renewals by demonstrating value and usage impact. 
• Identify upsell or expansion opportunities and collaborate with Sales where appropriate. 
• Reduce churn by being proactive maintaining strong customer relationships. 

Compliance & Quality 

• Ensure customer guidance aligns with healthcare, medical, and data-privacy standards (e.g., GDPR). 
• Follow internal SOPs for documentation, quality assurance, and incident reporting. 

Required Skills & ExperienceEssential 

• 1 years' experience in a customer facing role - customer support, account management, or a related role. 
• Understanding of AI usage and technical platforms. 
• Excellent written and verbal communication skills. 
• Strong problem-solving ability and attention to detail. 
• Comfortable explaining complex concepts in clear, non-technical language. 

Desirable 

• Experience in healthcare, life sciences, medical communications, or regulated industries. 
• Understanding of medical content workflows. 
• Knowledge of basic prompt engineering. 

Key Competencies 

• Customer-first mindset. 
• Ability to balance empathy with structured, process-driven work. 
• Confidence working in a fast-moving, evolving AI environment. 
• Strong collaboration across product, engineering, and sales teams. 
• High standards for accuracy, compliance, and professionalism. 

Tools & Technology 

• CRM and customer success platforms.  
• AI-powered software platforms. 
• Video conferencing and other tools. 

What We Offer 

• Competitive salary package. 
• Opportunity to work at the forefront of medical documentation AI innovation. 
• Flexible working arrangements. 
• Strong opportunities in a growing business. 
• A collaborative, mission-driven team improving how medical documentation work gets done. 

Interested candidates may apply by sending their CV to  

jobs@medwrite.ai 

Note: Applications from recruitment agencies will not be considered.