Customer Success Manager
Manage post-implementation relationships with radiology groups and hospital systems, driving adoption, value realization, renewals, retention, and expansion. The role requires 3+ years of healthcare customer success experience, strong communication and project management skills, and practical SaaS knowledge.
About the job
Responsibilities
- Serve as a trusted advisor throughout the post-implementation lifecycle, including product adoption, value realization, and renewal.
- Build and maintain relationships with radiology partners through regular check-ins, product-usage reviews, and customer-feedback collection.
- Lead Strategic Business Reviews to secure renewals and generate growth opportunities.
- Advise customers on use cases and product functionality, and represent their needs to Product and Machine Learning teams.
- Support onboarding of new radiology partners by engaging and educating IT teams, executives, and radiologists.
- Guide customers toward adoption and expansion strategies that maximize subscription value.
- Monitor accounts, respond quickly to customer queries, and identify continuous-improvement opportunities.
- Drive customer retention and growth by understanding business needs and demonstrating product value.
- Help build a world-class customer success organization.
Requirements
- Bachelor’s degree or higher.
- 3+ years of relevant customer success experience in a healthcare environment.
- Excellent relationship management, coaching, communication, and influencing skills.
- Strong project management and organizational skills.
- Practical knowledge of SaaS solutions, implementations, and technical concepts.
- Ability to work collaboratively across company functions.
- Ability to work in the Western time zone.
Nice-to-Haves
- Experience in a high-growth startup environment.
- Track record of identifying expansion and cross-sell opportunities.
- Knowledge of healthcare and AI technology.
- Professional consulting or healthcare software implementation experience.
- Previous experience as a radiology technologist.
Compensation and Benefits
- Salary: $100,000–$130,000 annually.
- Medical, dental, vision, and life insurance.
- HSA with employer match, FSA, and DCFSA.
- 401(k).
- 11 paid company holidays.
- Flexible PTO.
- Annual company-wide and periodic team offsites.
- Annual equipment stipend.
Skills
Customer Success, SaaS, Project Management, Relationship Management, Healthcare Ai, Software Implementation, Product Adoption, Renewals, Cross-Selling, Machine Learning
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