About the roleThe 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 MetricsRamp-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.
