Senior Customer Success Manager

As a Senior Customer Success Manager
, you’ll be the trusted partner helping Canon Medical Informatics Images customers get the most value from our solutions. In this highly visible, customer-facing role, you’ll lead strategic account engagement, drive retention and renewals, support software adoption and upgrades, and uncover opportunities for growth. You’ll collaborate closely with Sales, Professional Services, Support, Product, Marketing, and leadership to strengthen customer relationships, improve outcomes, and support long-term revenue growth.

RESPONSIBILITIES

• Develop and maintain trusted advisor relationships with customer executives, administrators, physicians, operational leaders, and other key stakeholders.
• Own renewal strategy, forecasting, planning, and execution for assigned accounts, including maintenance renewals, add-on software, hardware, and Professional Services.
• Sell Professional Services, including project management, implementation support, education, upgrade-related services, installed-base upsell, and net-new services opportunities.
• Prepare, facilitate, and document QBRs and strategic account reviews, presenting utilization metrics, adoption trends, roadmap updates, upgrade recommendations, customer priorities, and agreed-upon action plans.
• Develop and maintain Customer Success Plans for strategic accounts; track customer health, adoption, utilization, satisfaction, risks, and value realization.
• Proactively ensure customers remain on supported software versions; identify, plan, and execute upgrade opportunities in partnership with Professional Services and Account Executives.
• Drive adoption of existing solutions and newly released capabilities by identifying workflow needs, barriers to adoption, education requirements, and enablement opportunities.
• Identify expansion opportunities and generate Software Qualified Leads by understanding customer initiatives, clinical and operational challenges, workflow needs, and strategic objectives.
• Coordinate resolution of sales-related escalations and partner with Support, Professional Services, Product Management, and other teams to mitigate customer risk and improve customer experience.
• Maintain strong knowledge of company solutions, radiology/enterprise imaging workflows, healthcare market dynamics, and industry trends to advise customers on value optimization.
• Capture Voice of Customer feedback, competitive risks, market intelligence, and product/service improvement opportunities and communicate findings internally.
• Maintain accurate customer records, activities, renewal forecasts, account plans, and customer success metrics within Salesforce and other company systems.

REQUIRED EDUCATION AND SKILLS

• Bachelor’s degree in Business, Healthcare Administration, Information Technology, Life Sciences, or related field preferred.
• 7+ years of experience in Customer Success, Account Management, Healthcare IT, Clinical Applications, Medical Imaging, Enterprise Software, or a related customer-facing role.
• 3+ years of sales or commercial experience, including renewals, Professional Services, expansion opportunities, or recurring revenue models.
• Proven ability to manage complex customer relationships, lead executive-level engagements, conduct business reviews, and build account/customer success plans.
• Experience identifying business opportunities, generating qualified leads, negotiating renewals, and managing renewal forecasts and customer health information.
• Strong healthcare IT, radiology, enterprise imaging, medical imaging, advanced visualization, cardiology, or clinical workflow knowledge preferred.
• Excellent communication, presentation, negotiation, consultative selling, project management, and cross-functional collaboration skills.
• Proficiency with…