POSITION OVERVIEW

As a Senior Customer Success Manager, you'll be the trusted partner helping Canon Medical Informatics Images customers get the most value from our solutions. In this highly visible, customer-facing role, you'll lead strategic account engagement, drive retention and renewals, support software adoption and upgrades, and uncover opportunities for growth. You'll collaborate closely with Sales, Professional Services, Support, Product, Marketing, and leadership to strengthen customer relationships, improve outcomes, and support long-term revenue growth.

RESPONSIBILITIES

• Develop and maintain trusted advisor relationships with customer executives, administrators, physicians, operational leaders, and other key stakeholders.
• Own renewal strategy, forecasting, planning, and execution for assigned accounts, including maintenance renewals, add-on software, hardware, and Professional Services.
• Sell Professional Services, including project management, implementation support, education, upgrade-related services, installed-base upsell, and net-new services opportunities.
• Prepare, facilitate, and document QBRs and strategic account reviews, presenting utilization metrics, adoption trends, roadmap updates, upgrade recommendations, customer priorities, and agreed-upon action plans.
• Develop and maintain Customer Success Plans for strategic accounts; track customer health, adoption, utilization, satisfaction, risks, and value realization.
• Proactively ensure customers remain on supported software versions; identify, plan, and execute upgrade opportunities in partnership with Professional Services and Account Executives.
• Drive adoption of existing solutions and newly released capabilities by identifying workflow needs, barriers to adoption, education requirements, and enablement opportunities.
• Identify expansion opportunities and generate Software Qualified Leads by understanding customer initiatives, clinical and operational challenges, workflow needs, and strategic objectives.
• Coordinate resolution of sales-related escalations and partner with Support, Professional Services, Product Management, and other teams to mitigate customer risk and improve customer experience.
• Maintain strong knowledge of company solutions, radiology/enterprise imaging workflows, healthcare market dynamics, and industry trends to advise customers on value optimization.
• Capture Voice of Customer feedback, competitive risks, market intelligence, and product/service improvement opportunities and communicate findings internally.
• Maintain accurate customer records, activities, renewal forecasts, account plans, and customer success metrics within Salesforce and other company systems.

REQUIRED EDUCATION AND SKILLS

• Bachelor's degree in Business, Healthcare Administration, Information Technology, Life Sciences, or related field preferred.
• 7+ years of experience in Customer Success, Account Management, Healthcare IT, Clinical Applications, Medical Imaging, Enterprise Software, or a related customer-facing role.
• 3+ years of sales or commercial experience, including renewals, Professional Services, expansion opportunities, or recurring revenue models.
• Proven ability to manage complex customer relationships, lead executive-level engagements, conduct business reviews, and build account/customer success plans.
• Experience identifying business opportunities, generating qualified leads, negotiating renewals, and managing renewal forecasts and customer health information.
• Strong healthcare IT, radiology, enterprise imaging, medical imaging, advanced visualization, cardiology, or clinical workflow knowledge preferred.
• Excellent communication, presentation, negotiation, consultative selling, project management, and cross-functional collaboration skills.
• Proficiency with CRM platforms such as Salesforce
• Ability to travel domestically approximately 20% as required

JOB COMPETENCIES

• Adaptability/Flexibility - Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.
• Customer Focus - Builds customer confidence, is committed to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers.
• Decision Making/Judgement -Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others.
• Organizational Savvy - Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization.

COMPENSATION

$100,240 - $150,360/yr, dependent on experience

In alignment with applicable pay transparency legislation, we disclose the full salary range for this position. Our compensation philosophy is designed to ensure fair and equitable pay practices that are both market-competitive and internally consistent. Salary ranges are established using external market data and are inteded to reflect the full scope of experience, skills, and proficiency levels associated with the role.

As part of our standard hiring practice, we aim to extend offers at or near the midpoint of the range for candidates who are fully qualified and demonstrate the knowledge, skills, and experience required to perform the role interpedently and effectively. Final compensation decisions may very based on individual qualifications, experience, and other job-related factors, while remaining within the established range.