Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience in medical imaging.
3-5+ years in Customer Success, Account Management, or related customer-facing role.
Proven record of increasing customer adoption and driving upsell/cross-sell opportunities.
Experience collaborating with Sales to enhance revenue growth and manage customer lifecycle.
Skilled in managing multiple accounts and establishing strong client relationships.
Strong analytical abilities to interpret customer data for identifying growth opportunities.
Familiarity with CRM and customer success platforms.
Responsibilities
Execute activities to ensure new customers meet or exceed expected usage in first 90 days.
Partner with customers to achieve envisioned clinical and operational outcomes.
Facilitate a smooth transition from implementation to active platform usage.
Review customer workflows to identify additional training and optimize system usage.
Drive communications that enhance platform engagement and encourage increased usage.
Identify and develop cross-sell and up-sell opportunities, collaborating with Sales for closure.
Monitor customer health metrics to address at-risk accounts with targeted recovery plans.
Benefits
AI tools incorporated into workflows for efficiency.
Opportunities for continuous input to improve processes and frameworks.
Full Job Description
About the role
The Customer Success Manager (CSM) is the primary architect of a customer's early success and long-term growth. This role is uniquely weighted, with a major focus dedicated to the critical 90-day new customer ramp-up period, ensuring new customers achieve their expected usage levels and envisioned value. The remaining time will focus on driving engagement with existing customers including activities to drive cross-sell/up-sell opportunities, provide meaningful
Key Responsibilities (Duties are illustrative and not inclusive and may vary.)
The Success Ramp
Usage & Value Realization: Execute defined set of activities designed to drive new customers to meet or exceed their expected usage levels within the first 90 days of partnership.
Envisioned Value Delivery: Partner with customers to ensure they are achieving the specific clinical and operational outcomes they envisioned when purchasing Studycast.
Onboarding to Engagement Handoff: Ensure a seamless transition from the implementation phase to active, high-frequency platform usage.
ProductAdoption:Review customer workflow against Studycast configuration to identify any additional training and/or system optimization needs.
Portfolio Growth & Engagement
Strategic Engagement: Execute communications and customer success activities that encourage increased platform engagement and increased usage across the established customer base.
Expansion & Revenue Generation: Proactively discover and develop cross-sell and up-sell opportunities, collaborating with Sales to drive these to closure.
Retention & Churn Mitigation: Monitor health metrics and health records to identify at-risk accounts and execute targeted recovery plans.
Success Metrics
Ramp-Up Metrics (Primary)
Time to Value: Speed at which a new customer reaches their first "value milestone" on the Studycast platform.
Usage Attainment: Percentage of customers meeting 100% of their expected usage levels by Day 90.
Ramp-Up Satisfaction: Customer feedback and sentiment specifically captured at the end of the 90-day period.
Growth & Retention Metrics
Portfolio Retention: Maintaining or improving retention as measured by both customer count and dollar amount.
Expansion Revenue: Overall portfolio growth driven by successful cross-sell and up-sell activities.
Revenue Progress: The number and value of meaningful new revenue opportunities identified and progressed.
Continuous Improvement & Innovation
AI-Enabled Efficiency: Incorporate AI tools into daily workflows to summarize interactions, analyze adoption trends, and draft communications during the high-touch ramp-up phase.
Process Evolution: Provide regular input on tools and workflows to improve the effectiveness of the 90-day success framework.
Education and Experience
Bachelor's degree in Business, Marketing, Communications, or a related field or equivalent work experience in medical imaging.
3-5+ years of experience in Customer Success, Account Management, or a related customer-facing role.
Proven success in increasing customer adoption, upsell/cross-sell, and overall account value.
Experience partnering closely with Sales to drive revenue growth and customer lifecycle management.
Demonstrated ability to manage multiple accounts and build strong client relationships.
Strong analytical skills with the ability to interpret customer data and identify growth opportunities.
Experience with CRM and customer success platforms.
Experience in SaaS, healthcare tech, or B2B environments preferred.
