Sr. Customer Success Manager

What You'll Do

• Serve as the main point of contact and trusted advisor for a portfolio of clients
• Foster strong, lasting relationships with key stakeholders at all levels, including department managers and physicians
• Develop a deep understanding of each client’s business objectives and align our solutions to their goals
• Proactively manage and resolve client escalations with urgency and professionalism
• Coordinate with internal teams (support, product, services) to drive timely resolution and communication
• Identify root causes of issues and advocate for systemic improvements
• Own customer retention and satisfaction for assigned accounts, including renewal planning
• Partner with sales to identify and execute cross-sell and upsell opportunities
• Contribute to revenue growth by positioning new offerings that meet evolving client needs
• Maintain accurate and up-to-date records in CRM and success tools
• Track customer KPIs, satisfaction/relationship health scores, and risk indicators
• Prepare reports to present to clients and the leadership team
• Meet client satisfaction, retention, and growth goals as measured both internally as well as through KLAS scores
• Establish priorities and collaborate cross-departmentally

Who You Are

• Bachelor’s degree from an accredited college or university with major course work in business administration, communication, marketing, health sciences, or a related field required
• Minimum of 5 years of healthcare experience, preferably in Sales, Account Management, Customer Success, or client-facing roles required
• Professional Services experience / Implementations / Project Management is a plus
• The ideal candidate should have a strong background in the healthcare IT industry, with hands-on experience in enterprise environments
• Has Executive presence and credibility; is confident and poised with individuals at all levels
• Works independently and can prioritize work to meet the customer’s needs
• Strong relationship-building skills
• Excellent organizational and time management skills
• Strong verbal and written communication skills (including presentation skills)
• Ability to summarize, and ability to explain technical content to a non-technical executive audience
• Collaboration and consultation skills
• Positive, flexible, team player attitude

Our Values

• Own It
• Play as One
• Move Forward
• Drive Value

What we offer now and in the future

• A dynamic global organization with a history of innovation and strong product portfolio
• A challenging environment combined with a supportive management structure
• Career development and growth
• A competitive salary and benefit package
• A friendly work environment surrounded by dedicated and professional colleagues
• Diversity and Inclusion: At Agfa, our mission is to ensure that everyone belongs. We believe that diversity and inclusion promote a greater sense of belonging and higher levels of engagement.

Compensation

• We use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications.
• All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.