Customer Success Manager (CSM) who is both clinically credible and commercially minded. This role owns the post-sale customer lifecycle and serves as the primary advocate for our customers' success with ScreenPoint's AI solution.
In 2026, we are becoming a customer-obsessed organization: getting closer to the pulse of our customer base, proactively managing risk, clearly demonstrating value, and ensuring customers achieve measurable outcomes from our technology. This role is central to that mission.
Responsibilities:
- Act as the primary point of accountability for customer success, satisfaction, retention, and long-term value realization.
- Drive gross retention and net revenue retention by ensuring customers adopt, expand, and fully realize the clinical and operational value of ScreenPoint's solutions.
- Identify expansion, upsell, and cross-sell opportunities in partnership with
- Sales, based on customer goals, usage patterns, and maturity.
- Monitor customer health indicators and identify early risk signals, develop mitigation plans, and proactively intervene before issues escalate.
- Deliver Executive Business Reviews (EBRs) that articulate clinical and operational outcomes, value delivered, and future opportunities
- Deliver high-impact clinical training for breast radiologists and clinical teams (virtual and onsite).
- Collect, synthesize, and communicate customer feedback to Product, Engineering, Sales, and Marketing.
- Partner cross-functionally to ensure seamless customer experiences from pre-sales through renewal.
- Proactively use AI tools such as Claude, ChatGPT, and other relevant technologies to improve workflows, increase efficiency, and strengthen customer success processes.
What success looks like in this role
- Customers are engaged, satisfied, and renewing with confidence.
- Customers can clearly articulate the clinical and business value they receive from ScreenPoint.
- Risks are identified early and managed proactively.
- Expansion opportunities are surfaced naturally through strong relationships and demonstrated outcomes, leading to revenue growth.
- ScreenPoint is viewed not just as a vendor, but as a trusted long-term partner.
Job requirements
We are looking for an enthusiastic CSM with strong analytical skills, with the ability to interpret usage data, trends, and customer insights.
- Bachelor's degree in a medical, scientific, or business field (or equivalent experience).
- 4+ years of experience in breast imaging, radiology, mammography, or imaging AI.
- Excellent verbal and written communication skills in English, with confidence presenting to clinical and executive stakeholders.
- Experience in Customer Success, Account Management, Clinical Applications, or similar customer-facing roles preferred.
- Familiarity with SaaS metrics (e.g., adoption, retention, NRR) and customer health concepts is key.
- An AI-positive mindset, with the willingness and ability to incorporate AI tools into day-to-day work and continuously identify opportunities to improve how work gets done.
Preferred qualifications
- Knowledge of AI in radiology and/or mammography.
