Customer Success Manager

RadNet; Somerville (MA); Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company in healthcare is seeking a Customer Success Manager to ensure customer satisfaction and effective use of their products. The CSM will build relationships, advocate for clients, and utilize data to enhance customer experiences while managing strategic planning. The role requires strong problem-solving skills, product knowledge, and interpersonal abilities, with a focus on customer retention and growth strategies.

Qualifications

• 2+ years of experience in a CSM role in technology or healthcare.
• Proficient in data analysis and CRM tools.
• Strong interpersonal and communication skills.

Responsibilities

• Build and maintain relationships with key stakeholders.
• Provide guidance through strategic planning for clients.
• Act as the voice of the customer within the company.

Skills

Problem-Solving

Communication

Relationship Building

Data Analysis

Education

Bachelor's degree in Healthcare, Business Administration, Marketing, or related field

Tools

Salesforce CRM

CRM and CSM software

Microsoft Office

Job description

Join to apply for the Customer Success Manager role at RadNet.

Job Summary

A Customer Success Manager (CSM) is responsible for ensuring customers achieve success and satisfaction with products and services. The CSM provides a voice, support, guidance, and knowledge resources to help customers achieve their business objectives and improve patient care through effective use of our products and services. Our CSMs create and implement customer strategies that work, resulting in high customer satisfaction and retention. The CSM should have extensive product knowledge, problem-solving skills, and the ability to develop trusted relationships. The CSM is also responsible for acting as a liaison between the customer and internal teams, advocating for the customer while driving continuous improvement in our offerings.

• Relationship Management: Build and maintain strong relationships with key stakeholders within customer organizations.
• Regularly engage with customers to understand their challenges, goals, and ensure satisfaction.
• Present solutions that meet customer objectives.
• Provide prospect/client guidance through short- and long-term strategic planning, with a focus on contributing to the client’s long-term business success.
• Product Expertise: Develop a deep understanding of the company's product/service offerings. Use this expertise to provide guidance, best practices, and recommendations to customers.
• Customer Advocacy: Act as the voice of the customer within the company. Advocate for customer needs, communicate feedback to relevant internal teams, and work towards solutions that address customer concerns.
• Retention and Growth: Proactively identify opportunities for upselling or cross-selling based on customer needs and usage patterns. Aim to increase customer retention and expansion of services. Identify at-risk client relationships and lead efforts to address issues.
• Issue Resolution: Address customer concerns and issues effectively and efficiently. Coordinate with internal teams to provide timely resolutions.
• Data Analysis: Utilize customer data, product adoption data, lifecycle stage, and feedback to derive insights, identify trends, and suggest improvements to enhance customer experience.
• Manage and document Quarterly Business Review processes and scheduled meetings with customers.

Responsibilities

Same as above, with emphasis on creating and implementing customer strategies, acting as a liaison, and driving continuous improvement.

Minimum Qualifications, Education, and Experience

• 2+ years of experience in a CSM role, especially in an MSP environment, technology, or healthcare setting.
• Bachelor's degree in Healthcare, Business Administration, Marketing, or a related field, or equivalent practical experience in radiology.
• Proven experience in a customer-facing role, preferably in Customer Success, Account Management, or Sales.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in CRM and/or CSM software and data analysis tools.
• Ability to multitask, prioritize, and manage time effectively.
• At least 3 years of experience as a radiographer/application specialist/MRI or similar clinical role.
• Strong relationship-building skills and attention to detail.
• Ability to work independently and as part of a team.
• Proven ability to build and maintain influential customer relationships.
• Excellent verbal and written communication skills.
• Willingness to travel domestically and internationally as needed.

Preferred Qualifications

• Experience in Healthcare and/or Healthcare IT.
• Understanding of radiology workflow.
• Familiarity with Salesforce CRM, Google Suite, Microsoft Office, and healthcare applications.

Physical Demands

Ability to sit for long periods, stand, walk, bend, reach, handle, speak, listen, and think critically. Must be able to use a computer and office equipment.

Working Environment

Remote work with 25-50% travel domestically and internationally.

Note: This is not an exhaustive list of duties. Other functions may be assigned.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Hospitals and Health Care

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