Customer Success Manager

Job Description Statement

The Customer Success Manager oversees and manages the daily operations for a designated Medical Imaging Service Delivery customer account. This role ensures the delivery of high-quality service to customers, adherence to company policies, and the achievement of performance targets. The Customer Success Manager acts as a key liaison between the field team, vendors, customers, and corporate partners.

This position is Hybrid in nature requiring travel to and onsite presence at local medical/hospital facilities in the Buffalo, NY area with flexibility to work remote.

Culture Fit

Strengthen Block Imaging’s mission of ‘People Matter’ by living our values of Integrity, Honor, and Growth. Make choices that foster our thriving mindsets and lead with our approach of Together, Thoughtful, and Transparent.

Essential Job Duties

• Manage all aspects of the service relationship for assigned customers, acting as the primary point of contact and “Voice of the Customer.”
• Oversee daily service operations—including system uptime, escalations, communication, and coordination with internal and external teams—to ensure high customer satisfaction.
• Monitor equipment performance, analyze service data, and drive corrective actions, while supporting PM compliance, inventory accuracy, and service-based financial processes.
• Lead regular customer engagement through reporting, performance reviews, and proactive risk identification to maintain strong partnerships.
• Collaborate with Sales, Service Leadership, and technical teams to align business processes, support installations/projects, and enhance overall service delivery.
• Driving and vehicle operation are essential functions of this role.
• Other duties as assigned.

Role Competencies

• Strong understanding of business management, service delivery processes, KPIs, and organizational structures to effectively manage service operations and customer relationships.
• Excellent communication, relationship management, and presentation skills to collaborate cross-functionally, lead customer meetings, and serve as the “Voice of the Customer.”
• Advanced analytical, problem-solving, and technical interpretation skills to evaluate dashboards, manage escalations, and identify improvement opportunities.
• Solid knowledge of financial processes (POs, billing, invoicing, audits), preventative maintenance practices, equipment lifecycle, and contract coverage.
• Proven ability to multitask, manage time effectively, remain flexible, and take initiative in a fast-paced environment while coordinating projects and operational activities.

Experience and Education Requirements

Preferred Experience

• 3-5 years of experience in service management or equivalent experience
• Ideal candidate will have experience from within Medical Imaging Service Delivery.

Education (or equivalent experience)

• Bachelor’s degree in business or equivalent preferred

Preferred Certifications

• N/A

Travel Requirements

Frequent driving 30%+, Load, transport, deliver parts/equipment. Meet driver eligibility requirements. Minimum age 21, refer to company vehicle policy.

Physical and Environmental Requirements

Team Members must be able to perform the essential functions of the position with or without reasonable accommodation. For questions, contact Human Resources.

This role may involve

• Ability to stand, walk, and move throughout various work environments for extended periods.
• Frequent bending, stooping, kneeling, and reaching to access and service equipment.
• Ability to lift up to 75 pounds; heavier lifting may require assistance or mechanical aids.
• Manual dexterity to handle tools, small components, and electronic parts.
• Visual acuity and color perception sufficient to read schematics, calibrate equipment, and identify wiring or indicators.
• Ability to communicate clearly with healthcare and related facility staff, as well as document service activities accurately and efficiently.
• Ability to wear required personal protective equipment (PPE) in any situation where it is necessary.
• Compliance with hospital health and safety requirements. Ability to safely operate and enter/exit vehicles, drive for extended periods and work in varied environmental conditions with potential exposure to machinery, noise, and hazardous materials.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This job description is intended to describe the general nature and level of work being performed. It is not a contract. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. leadership reserves the right to assign or reassign duties and responsibilities at any time.

The base pay range for this position is:

• $90,000 - $140,000

Base pay offered may vary depending on job-related knowledge, skills, and experience. Block Imaging offers a variety of health and wellness benefits including paid time off and holiday pay.

Why Block Imaging?

When the unexpected happens: an injury, an illness, an accident, the healthcare professionals that diagnose and treat these issues need tools they can rely on. That’s where Block Imaging comes in. If you’re looking to join a team that not only provides a positive work environment, but also creates a real-world impact, the Block Imaging team is worth your consideration.

Benefits and Perks

We bring our mission—People Matter—to life through the care and benefits we offer our team.

• Health, Vision, Dental & More : We provide competitive insurance options, including medical, dental, and vision coverage. Flexible Spending Accounts (FSAs) and Health Savings Accounts (HSAs) offered as both tax-advantaged accounts designed to help individuals save and pay for qualified medical expenses
• Paid Time Off: Full-time team members accrue 19 days Paid Time Off (PTO) per year, with accrual starting from their first day of employment. In addition, team members receive two “People Matter” days annually for volunteering in your community.
• Annual Bonus Opportunities: Potential bonus opportunities based on meeting company profitability goals.
• 401(k) Investment Plan & Budgeting: A retirement investment plan offering a variety of deferral options, a generous discretionary company matching contribution up to 6%, and access to financial planning tools and training.
• Team Member Perks Program: Offers exclusive discounts, special deals, and other benefits for team members.
• Tuition Assistance: After three-months of service, Block Imaging will reimburse 50% of the total cost up to a maximum of $1,000 per calendar year, increasing to $2,500 after two years. This education may include college credit courses, continuing education unit courses, seminars and certification tests that are beneficial to both the team member and the organization.
• Employee Referral Bonus Program: We believe great people know great people! When you refer a candidate who is hired and successfully completes their introductory period, you’ll receive a generous referral bonus as a thank-you for helping us grow our talented team.
• Paid Parental Leave: Paid Parental Leave provisions following a qualified FMLA approved leave.
• Environment: Whether you work on-site or remotely, you’ll be part of a connected, supportive culture where people come first. We believe great work starts with genuine care for one another. We value relationships, learning, and growth, and we create space for meaningful connection across every team and location. At Block Imaging, we strive to make every team member feel supported, valued, and connected to something bigger than themselves.

Block Imaging Parts & Service is an Equal Opportunity Employer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions..