Account & Customer Success Manager

ScanLab provides simulation, assessment, and online learning solutions that help educational institutions and healthcare organizations develop clinical imaging skills and measure competency. The Account & Customer Success Manager will manage and grow existing customer relationships, drive renewals, identify expansion opportunities, and help customers achieve ongoing value from ScanLab and ImagingU.

Responsibilities:

• Own ongoing relationships with an assigned portfolio of existing customers
• Develop a clear understanding of customer’s goals, use of ScanLab, priorities, and opportunities
• Proactively engage customers throughout the year
• Help customers get the most value from ScanLab and ImagingU
• Develop account plans for strategic and high-potential customers
• Own the renewal pipeline and drive renewals to completion
• Identify renewal risks early and develop plans to address them
• Identify and develop upsell, cross-sell, and account-expansion opportunities
• Introduce customers to new features, capabilities, and solutions that can create additional value
• Partner with our product and implementation experts when customers need deeper MRI/CT, technical, or implementation expertise
• Coordinate with Business Operations to ensure smooth onboarding, licensing, contracting, and billing experiences
• Develop customer champions who can provide referrals, testimonials, and case-study opportunities
• Capture customer feedback and bring insights back to Product, Sales, Marketing, and company leadership
• Maintain accurate account, renewal, and expansion information in HubSpot
• Help build a repeatable customer-success and existing-account growth model as ScanLab scales

Requirements:

• 3–5+ years of experience in customer success, account management, or a similar customer-facing role
• Demonstrated ability to build strong customer relationships, solve problems, and deliver ongoing value
• Experience managing renewals and identifying opportunities to grow existing accounts
• Strong communication, organizational, and problem-solving skills
• Ability to manage multiple customer relationships and priorities simultaneously
• Fluency in English
• Comfortable learning new technology and software platforms
• Experience in healthcare technology, SaaS, education technology, or workforce development
• Experience working with institutional or enterprise customers
• Familiarity with healthcare or medical imaging (MRI and CT) is helpful
• Bachelor's degree or equivalent professional experience
• Fluency in a second language (Spanish) is a plus