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.

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.

• 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.

• 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.

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

• Bachelor’s degree in business or equivalent preferred

• N/A

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

• 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…