Customer Success Manager (Migration to Portfolio growth & retention)

Studycast is a PSG company redefining the future of medical imaging through innovative, cloud‑based technology. The flagship Studycast® platform is a comprehensive PACS solution that enhances operational efficiency, reduces costs, and accelerates patient‑care delivery by integrating the entire imaging workflow—from EMR to exam, to report, and back to EMR—within a secure, cloud‑based environment.

About the role

The Customer Success Manager (Migration to Portfolio growth & retention) will own the end‑to‑end migration of an assigned portfolio of legacy accounts to the Studycast platform. After migration, the CSM transitions to portfolio management, focusing on retention, growth, and long‑term customer satisfaction.

Responsibilities

• Migration Management: Serve as the primary customer‑facing owner for migrating assigned accounts from kickoff through go‑live and post‑migration adoption; build and maintain migration timelines; coordinate with Implementation, Technical Services, and Product; communicate status, risks, and required actions; confirm completion before moving accounts to standard coverage.
• Portfolio Retention and Growth: Own retention and growth outcomes for migrated accounts; act as the main point of contact to ensure satisfaction and long‑term engagement across both migration and steady‑state phases.
• Churn Risk Management: Identify at‑risk clients using data, health metrics, and feedback; develop and execute targeted action plans; track and report outcomes.
• Growth Opportunity Management: Discover and develop expansion opportunities; recommend features, services, and integrations; partner with Sales to drive deals to closure for transitioned accounts.
• Process & Reporting: Follow established playbooks for migration, churn mitigation, growth initiatives, and escalations; maintain accurate client health and migration status in CRM; deliver standardized monthly reports on migration progress and portfolio health.
• Cross‑Functional Collaboration: Work closely with Support, Implementation, Training, and Product teams to drive migration execution, adoption, and issue resolution; share insights to influence product strategy and sales opportunities.
• Continuous Improvement: Contribute to refining Customer Success practices, providing input on tools, workflows, and trends to improve efficiency and effectiveness.
• AI‑Driven Innovation: Incorporate AI tools into daily workflows (e.g., summarizing interactions, trend analysis, drafting communications); share best practices and encourage team‑wide adoption of AI‑enabled efficiencies.

Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, Information Technology, Communications, or a related field preferred; equivalent professional experience may be considered.
• 3–5 years of experience in Customer Success, Account Management, Client Services, Implementation, or a related customer‑facing role.
• Experience in a SaaS, healthcare technology, medical imaging, or other technology‑driven environment preferred.
• Proven ability to manage a portfolio of customer accounts and serve as the primary point of contact.
• Experience supporting implementations, migrations, onboarding, or technology transitions.
• Demonstrated skill in identifying and mitigating churn risk, and in developing growth or upsell opportunities in partnership with Sales.
• Strong project management, organizational, and multitasking abilities.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Familiarity with CRM and Customer Success platforms such as Salesforce, HubSpot, or similar tools preferred.

Success Metrics

• Migration Execution: Percentage of assigned migrations completed on schedule against individual account milestones.
• Adoption Confirmation: Verified adoption at the post‑go‑live checkpoint before transitioning to standard coverage.
• Retention: Maintenance or improvement of retention measured by churn in Annual Recurring Revenue (ARR) and customer count.
• Growth: Account expansion measured by portfolio ARR growth through proactive identification and ownership of expansion opportunities.
• Revenue Opportunities: Number of meaningful new revenue opportunities identified and actively progressed with transitioned accounts.
• Execution: Consistent documentation of action plans for at‑risk and growth clients within the transitioned portfolio.
• Reporting: Timely, accurate delivery of migration progress and portfolio health reports.
• Team Contribution: Engagement in process improvements, knowledge sharing, and integration activities.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional ability to stand, walk, bend, or reach as part of typical office duties.
• Manual dexterity to operate standard office equipment.
• Stamina to maintain attention to detail despite interruptions.
• Ability to lift and carry up to 10–15 pounds (e.g., files, office supplies).
• Ability to read and interpret documents, emails, and computer screens with or without reasonable accommodation.
• Clear verbal and written communication in person, over the phone, and in writing.
• Regular, predictable attendance required to perform essential functions.