Customer Success Manager – Healthcare IT Solutions; Maternity Leave Replacement

About Christie Innomed

Serving medical imaging since 1954, Christie Innomed develops, distributes, integrates, and supports innovative solutions and products that improve the performance of healthcare institutions across Canada in the fields of medical imaging and healthcare IT solutions.

Christie Innomed is now a leader in medical imaging and healthcare informatics, with more than 250 specialists supporting over 1,500 hospitals and clinics across Canada.

Christie Innomed is seeking a strategic and customer-focused Customer Success Manager (CSM) to join our Healthcare IT Solutions division in Canada. This role is essential in driving long-term customer satisfaction, product adoption, and business growth across our entire solutions portfolio.

The CSM will act as a trusted advisor to clients, supporting them in the effective adoption of a broad range of products, including Christie Innomed’s Neuron suite — featuring RIS, Web Scheduling, Voice Recognition, and Business Intelligence — as well as Fujifilm’s Enterprise Imaging (EI) portfolio, including Synapse PACS, Synapse VNA, Synapse Pathology, and Synapse 3D.

Our solutions are deployed across various environments, including Neuron Sphere (private cloud), public cloud platforms (AWS, Azure, Google Cloud), and on-premises infrastructures.

Your objective will be to promote customer excellence through proactive engagement, including Quarterly Business Reviews (QBRs), while ensuring customers maximize the value of the implemented solutions.

• Serve as the primary point of contact for assigned Healthcare IT clients across Canada.
• Lead strategic engagements such as Quarterly Business Reviews (QBRs) to evaluate solution performance, identify optimization opportunities, and align business objectives.
• Develop and maintain strong, trusted relationships with customer stakeholders at the clinical, IT, and executive levels.
• Support customers in understanding and adopting best practices, tools, and strategies required to achieve their goals through optimal use of the solutions.

• Oversee onboarding processes and drive adoption of Christie Innomed and Fujifilm EI technologies.
• Collaborate closely with the sales team to ensure smooth post-sales transitions and effective post-sale readiness, ensuring successful onboarding and long-term customer success.
• Work in partnership with implementation, training, and technical support teams to ensure a seamless transition from go-live to stable operations.
• Ensure alignment between customer expectations and product capabilities by communicating clearly and proactively regarding features, limitations, and service roadmaps.

• Monitor account health metrics and develop engagement plans to mitigate risks and encourage continued platform usage throughout the customer lifecycle, outside of sales and service NPI/NTI touchpoints.
• Identify and escalate cross-sell and upsell opportunities in collaboration with sales and product teams.
• Support contract renewals and build long-term account strategies aligned with evolving customer needs.

• Represent customer interests internally as the voice of the customer to support continuous improvement of products and services.
• Gather, synthesize, and share feedback with product management and development teams.
• Foster customer advocacy by identifying champions and facilitating participation in case studies, testimonials, or referral programs.

• Maintain detailed records of customer interactions, account health metrics, and action plans in the appropriate customer service tools.
• Provide regular updates to internal leadership regarding account status, risks, and engagement activities.
• Prepare and deliver clear, value-driven executive reports during QBRs and key customer meetings.

• Bachelor’s degree in Healthcare Administration, Health Informatics, Information Technology, or a related field. A master’s degree is considered an asset.
• Minimum of 5 years of experience in customer success…