Customer Success Manager

About Us

Image Trend, Inc. is dedicated to connecting life's most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, its clients, and providing world‑class implementation and support is unsurpassed. Based in Eagan, MN, Image Trend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future.

Employment at Image Trend is not just about doing a job; it's about being a part of a community. We are top‑notch talent, passionate about making a difference through the work we do together!

Under the direction of the CSM leader, the Customer Success Manager will support our customer growth journey. The Customer Success Manager will engage a large book of assigned clients to retain accounts and maximize value from the partnership. This role will drive the renewal process and seek revenue expansion opportunities through proactive pipeline generation while supporting high client adoption, utilization, and ensuring customers receive an exceptional experience.

This role is ideal for an individual who thrives in a fast‑paced environment, juggling multiple priorities, while passionately building and growing long‑term customer relationships.

The CSM team helps advocate for the voice of the customer, streamline processes, and act as a liaison with internal departments to continue enhancing the strategic value of our solutions and support the achievement of our growth objectives.

• Achieve or exceed recurring revenue retention, pipeline generation, and growth goals for assigned client portfolio as stipulated in the Sales Compensation Plan incentive agreement
• Manage high‑volume subscription cycles and maintain positive relationships with clients, ensuring retention, account growth, and enabling on‑time SaaS contract renewals
• Proactively inform clients of the availability and value of new products and features to develop a pipeline of up‑sell and cross‑sell opportunities for the Account Executive team
• Proactively communicate and engage with clients to prepare and process the account for renewal, and identify any risk of churn to develop account retention strategies as needed
• Support the professional services team in identifying and recommending additional training & admin certification opportunities
• Track and forecast customer health, renewal, and growth metrics across the assigned book of clients and provide reporting to leadership as requested
• Collaborate cross‑functionally to streamline renewal and contracting processes, and advocate or elevate client needs and concerns to ensure high client satisfaction
• Maintain account documentation and hygiene, including capturing, updating, and reporting pertinent or required data in the CRM, or other systems as required
• Attend and actively participate in meetings, including but not limited to recurring team meetings, trainings, and 1:1's with leadership, territory or pipeline reviews, Community Updates, Marketing, Product or cross‑functional updates and other meetings as required
• Stay informed of industry needs or potential trends and market competition
• Adhere to departmental standards, workflows, SLA's and other metrics or processes as required
• Travel to regional summits, client site meetings, industry or company events, and other onsite meetings as required
• Additional duties as assigned

• Degree or the equivalent combination of education and relevant work experience
• Experience and demonstrated success with renewing & retaining customer contracts, up‑selling, advocacy, or engagement, such as post‑sales account management or business development functions, preferably in a SaaS‑based organization
• Experience and demonstrated success providing a high level of customer satisfaction and the ability to showcase and drive product value in a high‑volume environment, ensuring customer adoption, long‑term retention, and wallet…