Customer Success Manager

ImageTrend, Inc. is dedicated to connecting life's most important data in the healthcare and emergency response community. We deliver software solutions, data analytics, and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Based in Eagan, MN, ImageTrend combines business analysis, creative design, and data-driven architecture to offer scalable solutions and strategies for today and the future.

About the role

Under the direction of the CSM leader, the Customer Success Manager will support our customer growth journey by engaging a large book of assigned clients to retain accounts and maximize value from the partnership. This role will drive the renewal process and seek revenue expansion opportunities through proactive pipeline generation while supporting high client adoption, utilization, and ensuring customers receive an exceptional experience. The CSM team helps advocate for the voice of the customer, streamline processes, and act as a liaison with internal departments to continue enhancing the strategic value of our solutions.

Responsibilities

• Achieve or exceed recurring revenue retention, pipeline generation, and growth goals for assigned client portfolio as stipulated in the Sales Compensation Plan incentive agreement
• Manage high-volume subscription cycles and maintain positive relationships with clients, ensuring retention, account growth, and enabling on-time SaaS contract renewals
• Proactively inform clients of the availability and value of new products and features to develop a pipeline of up-sell and cross-sell opportunities for the Account Executive team
• Proactively communicate and engage with clients to prepare and process the account for renewal, and identify any risk of churn to develop account retention strategies as needed
• Support the professional services team in identifying and recommending additional training & admin certification opportunities
• Track and forecast customer health, renewal, and growth metrics across the assigned book of clients and provide reporting to leadership as requested
• Collaborate cross-functionally to streamline renewal and contracting processes, and advocate or escalate client needs and concerns to ensure high client satisfaction
• Maintain account documentation and hygiene, including capturing, updating, and reporting pertinent or required data in the CRM or other systems as required
• Attend and actively participate in meetings, including recurring team meetings, trainings, 1:1's with leadership, territory or pipeline reviews, and cross-functional updates
• Stay informed of industry needs or potential trends and market competition
• Adhere to departmental standards, workflows, SLAs, and other metrics or processes as required
• Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required (up to 25%)
• Additional duties as assigned

Requirements

• Degree or the equivalent combination of education and relevant work experience
• Experience and demonstrated success with renewing & retaining customer contracts, up-selling, advocacy, or engagement, such as post-sales account management or business development functions, preferably in a SaaS-based organization
• Experience and demonstrated success providing a high level of customer satisfaction and the ability to showcase and drive product value in a high-volume environment, ensuring customer adoption, long-term retention, and wallet expansion
• Proven ability to be a self-starter and work independently within a highly collaborative and team-oriented environment
• Strong verbal and written communication, negotiation, presentation, and interpersonal skills, with the ability to influence executives or c-suite level
• Strong time management and organizational skills, with the ability to thrive in a fast-paced environment while quickly adjusting to changing priorities
• High attention to detail and strong analytical, problem-solving, and critical thinking skills
• Strong technical aptitude to learn new systems and knowledge of MS Office Suite, CRM, Gong, or other similar technologies
• Familiarity with MEDDICC Selling or another similar consultative sales methodology and ability to incorporate Force Management principles, including Command of the Message, value frameworks, and outcome-focused messaging
• Knowledge or direct industry experience with fire, emergency services, healthcare, or hospitals preferred
• Ability to travel based on customer and business needs (up to 25%)
• This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy

Pay

The annual base salary range for this full-time role is $80,000–$100,000 USD, plus bonus, benefits, perks, and community gains.