Customer Success Manager

About the role

As a Customer Success Manager, you will serve as a trusted partner and primary relationship point for assigned customers, helping ensure they receive long-term value from their partnership with Sectra. You will develop a deep understanding of each customer's organization, goals, challenges, and use of Sectra solutions. Working closely with teams across Customer Operations, Sales, Product, and other areas of the business, you will help drive product adoption, proactively address customer needs, coordinate escalations, and strengthen the overall customer relationship. This is a senior customer-facing role requiring strong judgment, relationship management experience, and the ability to navigate complex healthcare organizations and stakeholder groups.

Responsibilities

• Serve as the primary relationship point for assigned customers and build strong, long-term partnerships with key customer stakeholders
• Develop a comprehensive understanding of each customer's business, organizational priorities, challenges, and use of Sectra solutions
• Monitor customer engagement, product utilization, and other relevant data to identify opportunities to increase adoption and value
• Conduct regular customer touchpoints and strategic discussions to understand priorities, communicate updates, and maintain alignment
• Coordinate customer escalations across internal teams, ensuring appropriate visibility, communication, and follow-through
• Advocate for the customer internally by communicating feedback, needs, and emerging trends to the appropriate teams
• Partner cross-functionally with Customer Operations, Sales, Product, Service Enablement, and other teams to support the overall customer experience
• Ensure customers understand their existing agreements, entitlements, available services, and relevant Sectra resources
• Proactively communicate upcoming changes, releases, initiatives, or other developments that may impact customers
• Identify customer risks and opportunities early and work with internal stakeholders to develop appropriate action plans
• Support customer discussions related to changing regulatory, compliance, or operational requirements when appropriate
• Contribute to the development and continuous improvement of Customer Success practices, processes, and ways of working
• Provide guidance, support, and mentorship to other team members and contribute to a collaborative Customer Success environment
• Participate in the Manager On-Call rotation as required

Requirements

• 10+ years of professional experience within medical imaging, healthcare IT, or a closely related healthcare technology environment, with significant experience working directly with customers
• Strong understanding of medical imaging environments, healthcare technology, and the needs of complex healthcare organizations
• 1–3+ years of supervisory, team lead, or people management experience
• Demonstrated experience building and maintaining relationships with complex healthcare customers and key stakeholders
• Ability to establish credibility and communicate effectively with stakeholders at multiple levels, including senior and executive-level customer contacts
• Experience navigating escalations and complex customer situations with sound judgment and professionalism
• Strong communication, presentation, negotiation, and relationship-management skills
• Ability to understand customer information, product utilization, and organizational needs and translate those insights into meaningful actions
• Demonstrated ability to work effectively across multiple internal teams and influence outcomes without relying solely on direct authority
• Strong organizational skills with the ability to manage multiple customers, priorities, and competing needs
• Ability to think strategically while remaining comfortable managing day-to-day customer needs
• Ability to work across multiple time zones, including occasional after-hours support when required
• Ability to travel up to 50%

Skills

• Experience with PACS, enterprise imaging, radiology workflows, or other medical imaging technologies
• Experience supporting large, complex, or multi-site healthcare organizations
• Experience working with enterprise healthcare technology implementations, services, or long-term customer partnerships
• Experience mentoring, coaching, or developing other customer-facing professionals
• Experience contributing to or improving customer-facing processes and ways of working

Benefits

Sectra provides a competitive total rewards package including comprehensive benefits, retirement plan with matching, and career development programs.

Pay

The salary range for this position is $130,000–$150,000, based on experience and qualifications.