Customer Success Manager (Customer Adoption and Growth)

About the role

The Customer Success Manager (CSM) is the primary architect of a customer’s early success and long-term growth. This role is uniquely weighted, with a major focus dedicated to the critical 90-day new customer ramp-up period, ensuring new customers achieve their expected usage levels and envisioned value. The remaining time will focus on driving engagement with existing customers including activities to drive cross-sell/up-sell opportunities, provide meaningful

Responsibilities

• The Success Ramp Usage & Value Realization: Execute defined set of activities designed to drive new customers to meet or exceed their expected usage levels within the first 90 days of partnership.
• Envisioned Value Delivery: Partner with customers to ensure they are achieving the specific clinical and operational outcomes they envisioned when purchasing Studycast.
• Onboarding to Engagement Handoff: Ensure a seamless transition from the implementation phase to active, high-frequency platform usage.
• Product Adoption: Review customer workflow against Studycast configuration to identify any additional training and/or system optimization needs.
• Strategic Engagement: Execute communications and customer success activities that encourage increased platform engagement and increased usage across the established customer base.
• Expansion & Revenue Generation: Proactively discover and develop cross-sell and up-sell opportunities, collaborating with Sales to drive these to closure.
• Retention & Churn Mitigation: Monitor health metrics and health records to identify at-risk accounts and execute targeted recovery plans.
• Time to Value: Speed at which a new customer reaches their first "value milestone" on the Studycast platform.
• Usage Attainment: Percentage of customers meeting 100% of their expected usage levels by Day 90.
• Ramp-Up Satisfaction: Customer feedback and sentiment specifically captured at the end of the 90-day period.
• Portfolio Retention: Maintaining or improving retention as measured by both customer count and dollar amount.
• Expansion Revenue: Overall portfolio growth driven by successful cross-sell and up-sell activities.
• Revenue Progress: The number and value of meaningful new revenue opportunities identified and progressed.
• AI-Enabled Efficiency: Incorporate AI tools into daily workflows to summarize interactions, analyze adoption trends, and draft communications during the high-touch ramp-up phase.
• Process Evolution: Provide regular input on tools and workflows to improve the effectiveness of the 90-day success framework.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field or equivalent work experience in medical imaging.
• 3–5+ years of experience in Customer Success, Account Management, or a related customer-facing role.
• Proven success in increasing customer adoption, upsell/cross-sell, and overall account value.
• Experience partnering closely with Sales to drive revenue growth and customer lifecycle management.
• Demonstrated ability to manage multiple accounts and build strong client relationships.
• Strong analytical skills with the ability to interpret customer data and identify growth opportunities.
• Experience with CRM and customer success platforms.
• Experience in SaaS, healthcare tech, or B2B environments preferred.