Customer Success Manager

Customer Success ManagerAt Sectra, we contribute to a healthier and safer society by developing solutions that help healthcare organizations operate more effectively and securely. Our success is built on long-term customer relationships, deep industry knowledge, and a commitment to delivering meaningful value throughout the customer lifecycle.About the RoleAs 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.What You’ll DoServe as the primary relationship point for assigned customers and build strong, long-term partnerships with key customer stakeholdersDevelop a comprehensive understanding of each customer's business, organizational priorities, challenges, and use of Sectra solutionsMonitor customer engagement, product utilization, and other relevant data to identify opportunities to increase adoption and valueConduct regular customer touchpoints and strategic discussions to understand priorities, communicate updates, and maintain alignmentCoordinate customer escalations across internal teams, ensuring appropriate visibility, communication, and follow-throughAdvocate for the customer internally by communicating feedback, needs, and emerging trends to the appropriate teamsPartner cross-functionally with Customer Operations, Sales, Product, Service Enablement, and other teams to support the overall customer experienceEnsure customers understand their existing agreements, entitlements, available services, and relevant Sectra resourcesProactively communicate upcoming changes, releases, initiatives, or other developments that may impact customersIdentify customer risks and opportunities early and work with internal stakeholders to develop appropriate action plansSupport customer discussions related to changing regulatory, compliance, or operational requirements when appropriateContribute to the development and continuous improvement of Customer Success practices, processes, and ways of workingProvide guidance, support, and mentorship to other team members and contribute to a collaborative Customer Success environmentParticipate in the Manager On-Call rotation as requiredSkills & RequirementsWhat We’re Looking For10+ years of professional experience within medical imaging, healthcare IT, or a closely related healthcare technology environment, with significant experience working directly with customersStrong understanding of medical imaging environments, healthcare technology, and the needs of complex healthcare organizations1–3+ years of supervisory, team lead, or people management experienceDemonstrated experience building and maintaining relationships with complex healthcare customers and key stakeholdersAbility to establish credibility and communicate effectively with stakeholders at multiple levels, including senior and executive-level customer contactsExperience navigating escalations and complex customer situations with sound judgment and professionalismStrong communication, presentation, negotiation, and relationship-management skillsAbility to understand customer information, product utilization, and organizational needs and translate those insights into meaningful actionsDemonstrated ability to work effectively across multiple internal teams and influence outcomes without relying solely on direct authorityStrong organizational skills with the ability to manage multiple customers, priorities, and competing needsAbility to think strategically while remaining comfortable managing day-to-day customer needsAbility to work across multiple time zones, including occasional after-hours support when requiredAbility to travel up to 50%Strongly PreferredExperience with PACS, enterprise imaging, radiology workflows, or other medical imaging technologiesExperience supporting large, complex, or multi-site healthcare organizationsExperience working with enterprise healthcare technology implementations, services, or long-term customer partnershipsExperience mentoring, coaching, or developing other customer-facing professionalsExperience contributing to or improving customer-facing processes and ways of workingWhy SectraAt Sectra, you’ll work in a collaborative environment where people are trusted to take ownership, share ideas, and work across teams to solve meaningful problems. Our organization is relatively flat, giving employees opportunities to work closely with colleagues across functions and contribute directly to the customer experience.You’ll also have the opportunity to build long-term relationships with healthcare organizations and help customers get the greatest possible value from technology that supports patient care.Other informationWe recruit on an ongoing basis, and the goal is for the right candidate to start as soon as possibleThe salary range for this position is $130,000–$150,000, based on experience and qualificationsSectra provides a competitive total rewards package including comprehensive benefits, retirement plan with matching, and career development programsSectra celebrates diversity and is proud to be an equal opportunity employer. We are committed to an inclusive environment for all employees and applicants and will make all employment-related decisions without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, age, disability, or veteran status.AI in Our Recruitment ProcessWe believe AI can be a helpful tool, but people should remain at the heart of hiring. We use AI responsibly to support our recruitment process, never to replace human judgment. We also welcome candidates’ responsible use of AI, provided their applications remain accurate and authentic.How Sectra Uses AIAI-enabled tools may help us organize and review application materials. AI does not make final hiring decisions or automatically disqualify candidates. Every résumé is reviewed by a member of our team, and all hiring decisions are made by people.How Candidates May Use AICandidates may use AI to help prepare résumés, applications, and interviews. However, all submitted information must accurately reflect the candidate’s own qualifications and experience. Hidden prompts, deceptive content, or other attempts to improperly influence our recruitment systems are prohibited and may result in disqualification. Sectra