Customer Success Manager- icometrix; icobrain

Job Description Summary

We're hiring a Customer Success Manager to own the post-sale health of an assigned portfolio of icobrain customers. You'll drive optimized clinical use of the tool, deliver strong year-over-year renewals, and grow utilization inside every account you touch. While the preferred candidate will carry their own book of strategic accounts they may also be asked to assist in shaping the playbooks and standards the customer success function runs on.

icobrain, from icometrix - a GE Health Care company - is FDA-cleared AI software that turns routine brain MRI into quantitative results clinicians act on across MS, dementia and Alzheimer's, ARIA monitoring, epilepsy, and TBI.

icometrix, a GE Health Care company, builds icobrain - FDA-cleared, CE-marked AI software that turns routine brain MRI into quantitative, clinically actionable measurements across multiple sclerosis, dementia and Alzheimer's disease, ARIA monitoring, epilepsy, stroke, and traumatic brain injury. We are looking for a Customer Success Leader to own the post-sale health of an assigned portfolio of icobrain accounts. The preferred candidate will personally manage a book of strategic customers and may be asked to assist in setting the standards, playbooks, and quality processes the broader customer success function runs on, and mentoring peers as the team scales.

Your mandate is straightforward - customers who use icobrain well, renew. You are accountable for driving optimized, sustained clinical utilization of icobrain across your accounts, and for translating that utilization into high year-over-year renewal rates and expanding clinical adoption within each institution.

Own account health and renewals Serve as the primary post-sale relationship owner for an assigned portfolio of icobrain customers, from radiology and neurology leadership to IT, PACS administrators, and MR technologists. Build and execute account-level success plans with defined utilization targets, clinical adoption milestones, and renewal timelines. Monitor utilization data continuously, identify accounts trending toward under-use or risk, and drive corrective action well ahead of renewal.

Deliver year-over-year renewal performance and grow clinical utilization - more indications, more referring clinicians, more scans analyzed - within existing accounts. Run structured business reviews that connect icobrain output to the customer's own clinical and operational goals. Lead manual quality control Execute manual quality control review on all new customer implementations to confirm that image acquisition protocols, data flow, and report output meet icobrain specifications from day one.

Perform targeted QC on designated icobrain modules and workflows for existing customers, identifying protocol drift, acquisition issues, or integration faults that degrade result quality. Document QC findings, drive remediation with the customer and internal teams, and feed recurring issues back to product and engineering to improve the working model. Refine and standardize QC methodology and documentation as volume grows; train others on the process.

Maintain visibility and cross-functional alignment Own and operate a repeatable process that keeps assigned accounts visible to the organization - current status, utilization trends, open issues, risk level, and renewal outlook available to sales, service, and leadership at any time. Partner closely with the GE Health Care-icometrix sales team on renewals, expansion opportunities, and account transitions from pre-sale to post-sale.

Coordinate across GE Health Care support functions - technical support, field service, clinical applications, IT/integration, regulatory, and marketing - to resolve customer issues and remove adoption barriers. Serve as the voice of the customer internally, escalating clearly and advocating for fixes and enhancements with evidence. Lead without formal authority Set the standard for customer engagement quality and mentor other customer success team members on playbooks, QC execution, and escalation handling.

Contribute to building the scalable infrastructure of the function: onboarding templates, health-scoring criteria, QC checklists, and reporting cadence.

Required 5+ years in customer success, clinical applications, clinical education, or account management within medical imaging, medical device, healthcare IT, or clinical software. Demonstrated ownership…