Customer Success Manager

Overview

Job Description Statement: The Customer Success Manager oversees and manages the daily operations for a designated 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 role is primarily remote, allowing you to work from your home office while remaining connected to our broader Metro Detroit and West Michigan customer hospital and clinic locations.

While the role is remote, being located in the Metro Detroit region allows for occasional on-site meetings, local client visits, and team events or training sessions.

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
• Bachelor’s degree in business or equivalent preferred
• Preferred
  
  Certifications:
  
  N/A

• Travel:
  Frequent driving up to 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. See below for details.

This role may involve the following physical and environmental requirements: ability to stand, walk, and move throughout various work environments; frequent bending, stooping, kneeling, and reaching; ability to lift up to 75 pounds; manual dexterity; visual acuity and color perception; clear communication with healthcare staff; ability to wear PPE; compliance with hospital health and safety requirements. This job description is intended to describe the general nature and level of work and is not a contract.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Leadership reserves the right to assign or reassign duties at any time.

The Base Pay Range For This Position Is

• Min $90,000 - Max $120,000

Base pay offered may vary depending on job-related…