Client Success Manager – Radiology IT

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the relationship and success strategy for assigned FFI customers, encompassing goals, stakeholders, and potential risks.

• Transition each customer from implementation at go-live, ensuring clear handoffs and readiness checkpoints.

• Foster workflow adoption and usage in collaboration with Adoption Specialists, addressing training and system optimization requirements.

• Update customers on new features and releases, schedule upgrades, and oversee change management to reduce operational disruptions.

• Monitor account health, assessing usage, outcomes, and sentiment, while proactively addressing early warning signals.

• Conduct regular status and business reviews, including agendas, meeting notes, and follow-up actions.

• Establish trusted relationships with radiologists, radiology and department leadership, as well as IT teams at the executive level.

• Assist customers with inquiries and issues, coordinate with Support and technical teams, and proactively identify and escalate risks.

• Prepare renewal agreements, recognize expansion opportunities, and provide Sales with clear context.

• Gather customer feedback and enhancement requests, conveying them to Product in a structured manner.

• Maintain current account plans, health scores, and customer notes within Jacobian's client success tools.

⛳️ Requirements

• Proven experience in client success, account management, or customer-facing delivery within enterprise software or healthcare IT.

• Strong preference for experience in radiology, imaging, or broader healthcare IT environments, including knowledge of clinical workflows and medical terminology.

• Established credibility with clinical and IT stakeholders at health systems.

• Understanding of system integrations (e.g., HL7) and SaaS delivery models.

• Proficiency in data, metrics, and systems thinking.

• Excellent written and verbal communication skills, including leading customer calls and producing concise documentation.

• Highly organized across multiple accounts; capable of aligning stakeholders and managing escalations calmly without formal authority.

• Bachelor's degree or equivalent experience; proficient in MS Office and client success tools.

• Willingness to travel up to 20% of the time.

🏝️ Benefits

• Become part of a rapidly growing, mission-driven team that is shaping the future of AI in radiology by developing products that enhance workflows and improve patient outcomes globally.

• This position is available for fully remote candidates located anywhere in the US.

• Comprehensive health insurance coverage available from the first day of employment.

• 401k contributions with an employer match of up to 5%.