Customer Success Manager

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

📋 Description

• Take responsibility for the overall health, adoption, utilization, and retention of a portfolio of healthcare accounts as the main point of contact for customers.

• Establish and nurture relationships with PACS administrators, imaging IT teams, clinical users, and executive leadership.

• Create and implement customer success and adoption strategies.

• Lead adoption initiatives across multiple sites within health systems, monitoring facility-level configuration, activation, and utilization.

• Evaluate customer utilization and account health data to uncover trends, identify adoption opportunities, and assess renewal risks.

• Conduct regular account assessments and quarterly business reviews.

• Effectively communicate performance metrics, progress, risks, and opportunities to customer leadership and internal teams.

• Utilize knowledge of DICOM, DICOMweb, HL7, FHIR, PACS, and EHR integrations to liaise with technical teams and comprehend potential challenges.

• Collaborate with customer IT, Support, Implementation, and third-party vendors to investigate and resolve technical or interoperability issues.

• Oversee the transition from Implementation to Customer Success and offer support during scheduled go-live activities.

• Become a subject matter expert on Medicom products and create enablement materials, training sessions, demonstrations, and best-practice guidance.

• Gather and relay the Voice of the Customer while tracking product enhancement requests.

• Recognize expansion opportunities and assist in renewal preparations with Sales, Legal, and Finance teams.

• Work collaboratively across functions to advocate for customers and ensure a consistent customer experience.

⛳️ Requirements

• A minimum of 5 years of experience in a customer-facing position such as Customer Success Manager, Account Manager, Technical Account Manager, Implementation Consultant, or healthcare IT applications analyst within the healthcare IT, medical imaging, or SaaS sectors.

• Familiarity with healthcare imaging and interoperability concepts, including DICOM, HL7, PACS, RIS, and EHR integrations.

• Proven ability to communicate effectively with technical teams and understand how healthcare imaging technologies support customer workflows.

• Strong analytical capabilities and experience with spreadsheets, business intelligence, CRM, or other data systems to monitor customer health, utilization, adoption, and retention.

• Demonstrated capacity to manage multiple concurrent enterprise accounts and coordinate initiatives across various customer sites and stakeholders.

• Exceptional written, verbal, and phone communication skills, with the ability to engage effectively with both technical and executive audiences.

• Experience in building trusted relationships with senior and executive-level customer contacts.

• Strong project management and organizational skills, with the ability to prioritize competing customer needs and see initiatives through to completion.

• Technical aptitude with the capability to translate technical concepts into customer and business value.

• Proven ability to work independently and excel in a fast-paced environment where processes may continually evolve.

• A Bachelor's degree or equivalent practical experience.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Collaborative and dynamic work environment.