Customer Success Manager

Customer Success Manager

At 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 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.

What You'll Do

• 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

Skills & Requirements

What We're Looking For

• 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%

Strongly Preferred

• 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

Why Sectra

At 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 information

• We recruit on an ongoing basis, and the goal is for the right candidate to start as soon as possible
• The salary range for this position is $130,000-$150,000, based on experience and qualifications
• Sectra provides a competitive total rewards package including comprehensive benefits, retirement plan with matching, and career development programs

Sectra 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 Process

We 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 AI

AI-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 AI

Candidates 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.