Caitlin Thompson
Richmond
Summary
Collaborative leader with commercial and clinical expertise within Radiology and the Health Technology sector. Specialising in the implementation and adoption of Artificial Intelligence solutions, with a focus on long term value creation, change management, and executive stakeholder engagement.
Proven ability to apply industry knowledge and organisational data to understand customer challenges, designing solutions to support and enable customer objectivities.
Passionate about driving positive change through technology and behavioural economics, committed to leveraging these tools to enhance customer experiences, improve business outcomes, and foster sustainable growth.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Regional Director of Customer Success, Asia Pacific
Annalise.ai
06.2024 - Current
- Direct and lead the Customer Success function across Asia, Australia & New Zealand, driving retention and expansion initiatives, demonstrating customer value and contributing to revenue growth across mature and new markets.
- Designed and delivered change management initiatives across multi-site enterprise deployments to support and monitor adoption of AI Tools at scale, employing behavioural economics and clinical
- Worked collaboratively with stakeholders to design and execute success frameworks to identify customers challenges, while aligning with their organisational objectives
- Achieved 100% retention rate across all APAC accounts for FY25.
- Experienced in working collaboratively with cross-functional teams to support and identify opportunities for account growth and retention across the customer life cycle
- Continue to build and strengthened customer relationships with an influential and diverse range of stakeholders across the install base to identify and drive expansion and advocacy opportunities as a trusted partner.
- Oversee team leadership, shaping customer success strategy and execution, ensuring alignment with organisational OKRs and fostering team growth. This includes growing the team to 3 additional FTE in 12 months, maintaining structured mentoring and weekly development sessions to deliver high quality projects consistently to our customers.
Customer Success Manager
Annalise.ai
06.2022 - 06.2024
- Designed and executed customer discovery sessions to tailor and design success plans for customers across the APAC & ANZ Region
- Detailed change management plans to support and drive positive AI product adoption, including multi-site deployments
- Developed and executed change m
- Worked collaboratively as a trusted partner to customers to enable successful Proof of Concept projects, contributing to conversion of pilot evaluations to commercial contracts
- Facilitated regular reporting and business reviews with industry partners and customers, leveraging data analytics to demonstrate operational value and insights
- Collaborated with cross functional teams to provide voice of customer insights, influencing product roadmap to improve customer experience and product adoption.
- Conducted product enablement sessions for the global sales teams to improve product positioning and competitive selling
Solutions Specialist (Interventional Imaging)
Canon Medical Systems ANZ
01.2021 - 06.2022
- Provided in-depth product knowledge and tailored solution design during pre-sales processes to progress growth opportunities in collaboration with sales teams.
- Strategically positioned product unique selling propositions by leading in‑depth customer discovery to identify market needs, expose competitor weaknesses, and inform winning proposals and sales strategy.
- Cultivated high-value customer relationships critical for products with extended sales cycles, ensuring loyalty and repeat business.
- Supported sales enablement and marketing initiatives as a subject matter expert, progressing sales opportunities and outcomes.
- Developed and tailored customer presentations, aligned with client needs and competitive differentiation.
- Surpassed $10 million sales budget in region within the first 12 months of the role by combining high-touch customer engagement, product expertise and existing relationships.
- Maintained expert knowledge of advanced imaging equipment, including specifications, applications, and OEM customisations.
Clinical Applications Specialist: ANZ
Canon Medical Systems
03.2018 - 01.2021
- Company Overview: Canon Medical Systems is a global leader in medical imaging and healthcare solutions. Website: Not provided.
- Provided subject matter expertise to support stakeholders in Cardiology, Radiology, Neuro, and Vascular Surgery.
- Coordinated and delivered training programmes for internal and external customers.
- Supported sales efforts applying SPIN selling methodologies to identify commercial opportunities.
- Identified risks with ongoing and renewal contracts.
- Contributed to strategic marketing activities, providing subject matter expertise as required.
- Canon Medical Systems is a global leader in medical imaging and healthcare solutions. Website: Not provided.
Diagnostic Radiographer
AHPRA Registered
2011 - 2018
- Various local and international roles in diverse healthcare settings.
Education
MBA -
Deakin University Melbourne
01-2023
Bachelor of Applied Science - Medical Radiations
RMIT University Melbourne
01-2010
Skills
- Senior Stakeholder Engagement
- Stakeholder Analysis
- Leadership & Cross Functional Collaboration
- Partnership development
- Strategic Planning
- Strong Communication Skills
- Product Marketing
- Skilled in Change Management
- Public speaking
Certification
- Foundations of Change, Kotter Inc.
- Front End Web Development, Deakin University
- Managing Your Message, Naomi Robson
- Design Thinking, Deakin University
- Introduction to Project Management, Deakin University,
Technical Proficiency
- Salesforce
- Microsoft 365
- Confluence
- Miro
- Qualtrics
- Tableau
- Jira
Timeline
Regional Director of Customer Success, Asia Pacific
Annalise.ai
06.2024 - Current
Customer Success Manager
Annalise.ai
06.2022 - 06.2024
Solutions Specialist (Interventional Imaging)
Canon Medical Systems ANZ
01.2021 - 06.2022
Clinical Applications Specialist: ANZ
Canon Medical Systems
03.2018 - 01.2021
Diagnostic Radiographer
AHPRA Registered
2011 - 2018
MBA -
Deakin University Melbourne
Bachelor of Applied Science - Medical Radiations
RMIT University Melbourne
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