• As a Customer Success Manager, you will serve as a strategic advisor to healthcare partners, ensuring they receive exceptional service and realize the full value of their investment in Company solutions
• Build and nurture strategic, trust-based relationships with key stakeholders across your customer accounts
• Deliver a premium–level customer experience, setting a high bar for responsiveness, empathy, and follow-through
• Actively listen to customers and mentor internal teams on how to consistently exceed expectations—not just meet them
• Align Company capabilities to customer goals while driving adoption, expansion, and long-term success
• Host regular flight check-ins (QBRs, strategic reviews, executive briefings) that clearly articulate outcomes, value, and next steps
• Proactively surface risks and blockers, taking a solution-first approach grounded in calm, clarity, and accountability
• Drive retention, satisfaction, and growth by aligning Company’s strengths with each customer’s evolving clinical, operational, and financial needs
• Confidently lead and support commercial conversations, including renewals, expansions, billing questions, and contract discussions—always grounded in value, transparency, and partnership
• Position pricing and renewals not as transactions, but as a reasonable and worthwhile investment in high-quality software, support, and outcomes
• Look for opportunities to increase customer value, helping customers understand not just what they’re paying for, but why it matters
• Collaborate closely with Flight Plan Advisors (Sales) to ensure seamless, value-driven renewal and expansion experiences
• Track, share, and act on customer feedback, bringing insights to internal teams for continuous improvement
• Serve as a calm, trusted point of escalation in high-pressure or sensitive situations

Stay connected to industry trends and challenges in imaging and healthcare IT

• You've worked in healthcare or healthcare IT and understand the complexity of clinical and operational environments
• You are naturally extroverted, approachable, and energized by engaging with customers, with a genuine love for listening and learning
• You set a high standard for service and take pride in delivering an experience that feels thoughtful, premium, and human
• You're a relationship builder who knows how to earn trust and keep communication open—even in challenging moments
• You bring clarity to complexity, anticipating needs and guiding customers forward with confidence
• You've managed high-value customer relationships and supported complex SaaS implementations
• You're comfortable and credible in executive conversations and hands-on problem-solving with frontline users
• You're comfortable discussing renewals, expansions, and billing with confidence and professionalism
• You believe it's reasonable—and valuable—to invest in great software and support, and you communicate that belief clearly and proudly
• You're highly organized, collaborative, adaptable, and proactive
• You own outcomes—good or bad—because you care deeply about doing the right thing
• You believe a great customer experience starts with a great human connection
• Prior work in radiology, clinical informatics, or health IT implementation
• Familiarity with Microsoft suite, Zoho, or other customer success platforms

A background in service delivery, account management, or project leadership

Experience with PACS, VNA, HL7, DICOM, or enterprise imaging

• Remote-first flexibility and a Flight Crew that has your back
• A chance to grow—your career, your impact, and your skills

A culture of clarity, curiosity, momentum, and pride in how we serve customers