Customer Success Manager

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

📋 Description

• Manage the post-sale relationship and overall account health for a designated portfolio of icobrain customers.

• Develop and implement success plans for each account, including utilization objectives, clinical adoption targets, and renewal schedules.

• Track utilization metrics, identify under-utilization or potential risks, and initiate corrective measures ahead of renewal periods.

• Achieve year-over-year renewals and enhance clinical utilization within existing accounts.

• Conduct structured business reviews that align icobrain's outputs with customer clinical and operational objectives.

• Execute manual quality-control reviews for all new customer implementations.

• Perform targeted quality control on specific modules and workflows for current customers.

• Record quality control findings, manage remediation efforts, and communicate recurring issues to product and engineering teams.

• Improve and standardize quality control methodologies and documentation; provide training to others.

• Maintain account status, utilization trends, outstanding issues, risk assessments, and renewal forecasts for internal stakeholders.

• Collaborate with sales on renewals, growth opportunities, and account transitions.

• Coordinate efforts with technical support, field services, clinical applications, IT/integration, regulatory affairs, and marketing teams.

• Serve as the internal customer advocate, promoting evidence-based solutions and enhancements.

• Mentor customer success team members on playbooks, quality control execution, and escalation procedures.

• Create scalable onboarding templates, health-scoring criteria, quality control checklists, and reporting schedules.

⛳️ Requirements

• Minimum of 5 years of experience in customer success, clinical applications, clinical education, or account management within medical imaging, medical devices, healthcare IT, or clinical software.

• Proven track record of ownership over renewal results and measurable growth in adoption or utilization across a customer portfolio.

• Established ability to foster trusted relationships with clinical and technical stakeholders, including PACS and IT administrators.

• Strong process discipline; adept at designing, documenting, and effectively executing repeatable customer management and reporting processes.

• Exceptional written and verbal communication skills, including the ability to present to physician and executive audiences.

• Capability to work efficiently across a large, matrixed organization.

• Bachelor's degree or equivalent practical experience required.

• Willingness to travel up to 10% of the time.

• Direct experience in neuroimaging is preferred.

• Clinical or technical qualifications such as RT(R)(MR), radiologic technologist, MR physicist, or a background in neuroscience/neurology are preferred.

• Familiarity with MS, dementia, Alzheimer's disease, ARIA monitoring, epilepsy, or TBI imaging workflows is preferred.

• Experience with DICOM, PACS integration, and clinical data workflows is preferred.

• Experience in integrating AI or quantitative imaging software into clinical settings is preferred.

• Familiarity with CRM and customer success tools is preferred.

• Availability to work during Central and Pacific time business hours is preferred.

• Must be legally authorized to work in the United States; employment visa sponsorship is not available.

🏝️ Benefits

• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI).

• Medical, dental, and vision insurance.

• Paid time off.

• 401(k) plan with opportunities for employee and company contributions.

• Life, disability, and accident insurance.

• Tuition reimbursement.

• Professional development opportunities.

• Positive work environment.

• No relocation assistance provided.