Customer Success Manager

About Medicom

Medicom is a leading enterprise imaging software company that solves longstanding interoperability challenges for clinicians, staff, patients, and researchers. Its core platform, Connect, supports diverse enterprise imaging interoperability use cases. These include access to prior and unread imaging studies, point-of-care workflows, patient access to images, orders and results workflows for teleradiology, telestroke and trauma, and cross-institution sharing of digital imaging. Medicom's Network is adopted by over 1,000 US healthcare institutions and backed by leading venture capital firms, such as UPMC Enterprises. Data and insights from the Medicom Connect network drive Medicom's Intellect offering, which helps clinicians and researchers advance patient care and develop new therapies.

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About the role

Medicom is seeking a Customer Success Manager to own a portfolio of healthcare accounts and drive product adoption, utilization, customer satisfaction, and retention. This is a technically oriented customer success role that combines strong relationship management with practical knowledge of healthcare imaging and interoperability.

The Customer Success Manager serves as the primary point of contact for assigned customers, developing trusted relationships from implementation through ongoing account management. You will work closely with healthcare IT, imaging, and clinical stakeholders to understand customer goals, identify opportunities to increase product value, monitor account health, and proactively address risks to adoption and renewal.

The ideal candidate is comfortable presenting business reviews to health system leadership while also having enough technical fluency to understand and help troubleshoot issues involving imaging workflows, DICOM, HL7, FHIR, PACS, and EHR integrations. This role works closely with Sales, Support, Implementation, and Product to deliver an exceptional customer experience and ensure customers achieve measurable value from Medicom's products.

What you'll do

• Own the overall health, adoption, utilization, and retention of a portfolio of healthcare accounts, serving as the primary point of contact for assigned customers.
• Build strong relationships with customer stakeholders at all levels, including PACS administrators, imaging IT teams, clinical users, and executive leadership.
• Develop and execute customer success and adoption plans that help customers achieve their goals and increase the value they receive from Medicom.
• Lead multi-site adoption initiatives across health systems, tracking progress at the facility level and working with customer teams to move sites through configuration, activation, and ongoing utilization.
• Analyze customer utilization and account health data to identify trends, adoption opportunities, and risks to customer satisfaction or renewal, including changes in volume, search and match rates, and facility activity.
• Conduct regular account reviews and quarterly business reviews, using customer and utilization data to communicate performance, progress, risks, and opportunities to customer leadership and internal teams.
• Maintain a strong working knowledge of healthcare imaging and interoperability concepts, including DICOM, DICOMweb, HL7, FHIR, PACS, and EHR integrations, and use that knowledge to effectively communicate with customer technical teams and understand potential issues.
• Partner with customer IT teams, internal Support and Implementation teams, and third-party vendors to coordinate the investigation and resolution of technical or interoperability issues.
• Own the customer relationship through the transition from Implementation to Customer Success and provide support and coverage during scheduled go-live activities.
• Become a subject matter expert on Medicom's products and develop customer enablement materials, training, demonstrations, and best-practice guidance to increase product adoption.
• Capture and communicate the Voice of the Customer by gathering feedback, identifying recurring needs or product gaps, and submitting and tracking product enhancement requests.
• Identify expansion opportunities and support renewal preparation in partnership with Sales, Legal, and Finance.
• Collaborate cross-functionally with Sales, Support, Implementation, and Product to advocate for customers and deliver a consistent, high-quality customer experience.

Qualifications

• 5+ years of experience in a customer-facing role such as Customer Success Manager, Account Manager, Technical Account Manager, Implementation Consultant, or healthcare IT applications analyst within healthcare IT, medical imaging, or SaaS.
• Familiarity with healthcare imaging and interoperability concepts, including DICOM, HL7, PACS, RIS, and EHR integrations, with the ability to communicate effectively with technical teams and understand how these technologies support customer workflows.
• Strong analytical skills and experience using spreadsheets, business intelligence, CRM, or other data to monitor customer health, utilization, adoption, and retention.
• Demonstrated ability to manage multiple concurrent enterprise accounts and coordinate initiatives across numerous customer sites and stakeholders.
• Excellent written, verbal, and phone communication skills, with the ability to communicate effectively with both technical and executive audiences.
• Experience building trusted relationships with senior and executive-level customer contacts.
• Strong project management and organizational skills, with the ability to prioritize competing customer needs and follow initiatives through to completion.
• Technical aptitude with the ability to translate technical concepts into customer and business value.
• Demonstrated ability to work independently and thrive in a fast-paced environment where processes may continue to evolve.
• Bachelor's degree or equivalent practical experience.

Equal Opportunity Employer Statement

Medicom Technologies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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